In a primarily call center type environment, answer all incoming phone calls to the IT Service Desk while providing world class customer service.  Troubleshoot tier 1 level IT issues, document all issues in ServiceNow ticketing system. Identify and escalate issues to appropriate tier and teams. Create tier 1 technical documentation.

Duties and Responsibilities:

Provide world class customer service in all interactions Serves as the first contact for internal company IT user support. Assists users with tier 1 hardware and software problems and questions. Keep management informed of Help Desk ticket trends. Collectively work user logged tickets in accordance with departmental guidelines. Provide desk side support for local users Bi-monthly after-hours on-call rotation (high priorities only)

Required Skills/Abilities/Knowledge:

Customer Service 1st mindset Superior written and verbal communication skills Top quality professionalism Logically and technically minded PC and Mac troubleshooting skills. Problem-solving and analytical skills. Ability to follow direction Able to lift 50lbs

Education and Experience:

Experience in a Customer Service environment 1 year experience in an IT position or internship; preferred Formal IT Training; preferred