IT Service Desk Tier 1
Tri-City Electric Co.
- Davenport, IA
- Permanent
- Full-time
- Call Handling and Ticket Creation: Be the initial point of contact for clients, answering phone calls promptly, logging call activity and creating support tickets
- Technical Support: Troubleshoot user problems, maintain hardware, and provide fundamental technical assistance
- Problem Identification and Resolution: Investigate client issues, find solutions, and guide users through corrective steps
- Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
- Recognizing and escalating more complex issues to Tier II support
- Documentation Enhancement: Improve client support by creating and maintaining helpful documentation
- Ticket Management and SLA Adherence: Efficiently manage Help Desk tickets while ensuring compliance with Service Level Agreements
- Follow-Up: Engage with customers to verify issue resolution and address any outstanding concerns
- Other duties may be assigned, as needed
- High school diploma or equivalent; technical certifications are a plus
- Proven experience in technical support or a related field
- Strong problem-solving skills and attention to detail
- Excellent communication skills, both written and verbal
- Ability to work independently and collaboratively within a team
- Familiarity with help desk software and ticketing systems