Tier 1 – IT Service Desk Representative

Remote
Full Time
Entry Level
Summary:
The Tier 1 IT Service Desk Representative provides frontline support for end-users by diagnosing and resolving basic technical issues. Responsibilities include managing incident tickets, resolving user issues related to software, hardware, and connectivity, and escalating when necessary.
 

Qualifications:

  • Associate’s or Bachelor’s degree in IT or related field

  • Required Certifications:

    • CompTIA A+ or Network+

    • Microsoft 365 Certified: Modern Desktop Administrator Associate

    • ITIL Foundation Certification

Technical Proficiencies:

  • Basic configuration and troubleshooting of:

    • COTS software and hardware (PCs, Macs, printers, mobile devices)

    • Windows, macOS, iOS, Android platforms

    • TCP/IP tools and network protocol commands

  • Active Directory (AD) user/account administration

  • Microsoft Office 365 (ProPlus, SharePoint, Exchange Online)

  • Remote access support (Cisco AnyConnect, VPN, RSA SecurID)

  • Mobile Device Management (Intune, Workspace ONE, JAMF, Apple Business Manager)

  • Incident, change, and knowledge management systems (BMC Helix/Remedy)

Experience:

  • Minimum 1 year supporting macOS and remote access tools

  • Minimum 3 years in an IT call center or help desk environment

  • Minimum 3 years AD administration experience

  • Minimum 3 years supporting Microsoft Windows 10 and Office 365

  • Minimum 3 years supporting iOS/Android mobile platforms

  • Minimum 5 years using enterprise ITSM tools like BMC Helix or Remedy


Additional Requirements:

Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances based on client requirements.

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