Must Have for this role: • Entry level; looking for someone with 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk. • Strong Communication Skills Written and Verbal to be able to stay focused on the conversation and manage calls for support. • Great Customer Service skills with attention to detail and ability to listen • Naturally inquisitive and want to learn and understand at deeper level • Proactive with information gathering. • Understand how to troubleshoot and when to escalate • Plus, if they have industry specific certifications like A Plus, HDI, Network Plus, CompTIA Plus Service Desk Tier 1 Agent Job Description: • First point of contact for the users who call our IT Service Desk • Answers incoming calls, emails, chats • Tracks all information in ticketing system • Uses KB tool along with expertise to resolve tier 1 incidents and requests in a timely fashion • Escalates unresolved problem/issues/requests to the proper tier 2 support team • Troubleshoot basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. • Become familiar with helpdesk policies and services. • Become familiar with the Systems, Network, Core Applications and each team in the IT Department. • Other duties as assigned by the Service Desk Manager. Qualifications: • 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk. • Demonstrate a general knowledge of operating systems and application software to provide a high level support. • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. • Ability to utilize the applications for Microsoft Office for support, reporting and documentation. • Excellent oral and written communication skills. • Ability to provide technical support over the phone; excellent phone skills, professional demeanor. • Excellent problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.