What are the responsibilities and job description for the Service Desk Tier I position at Meduit?
Service Desk Tier I Technician
Hours: 8am-5pm
The Service Desk Tier I Technician provides technical assistance to internal employees. This team is responsible for setting up hardware and software, troubleshooting issues, conducting root cause analysis, and minimizing recurring technical problems. Additionally, they assist with hardware and software procurement, as well as asset management, including licenses and warranties.
Key Responsibilities:
- Manage and staff the company help desk, logging and documenting all support requests.
- Gather and document relevant end-user information, including name, department, contact details, and issue description.
- Customize and modify commercial software to align with internal needs.
- Evaluate software and hardware solutions, recommending improvements or upgrades.
- Monitor and maintain the daily performance of computer systems.
- Install and conduct minor repairs on hardware, software, and peripherals based on installation specifications.
- Set up and configure employee workstations, ensuring proper cable connections, operating systems, and software installations.
- Prioritize, troubleshoot, and escalate technical issues when necessary.
- Maintain detailed records of problem-solving processes, including successful and unsuccessful resolutions.
- Use diagnostic tools to troubleshoot issues effectively.
- Access software updates, drivers, and knowledge bases to aid in issue resolution.
- Stay up to date with the organization's supported software and hardware.
- Perform hands-on fixes such as software installations, system upgrades, data backups, and application configurations.
Qualifications:
- High school diploma or equivalent, with at least one year of related work experience.
- Strong knowledge of basic computer hardware.
- Experience with Windows desktop operating systems.
- Extensive application support experience.
- Familiarity with diagnostic and troubleshooting utilities.
- Strong understanding of company IT goals and objectives.
- Excellent written and verbal communication skills.
- Strong interpersonal skills, with a focus on active listening, problem-solving, and relationship-building.
Additional Requirements:
- This role requires high visibility through verbal and written communication with staff and management.
- Availability for on-call support and overtime as needed.
- Ability to lift up to 35 lbs.
- Ability to sit, stand, and bend to ground level as required.
