Service Desk Technician I

Job Purpose

The Service Desk Technician I serves as the first point of contact for users requiring technical support through phone, email, chat, and self-service channels. The role troubleshoots and resolves PC, hardware, software, and basic network issues using diagnostic tools, targeted questions, and approved knowledge-base articles. Unresolved incidents are escalated in accordance with established support processes to ensure timely resolution. The position supports the organization by delivering reliable customer service, maintaining accurate records, and collaborating with regional IT teams and third-party vendors.

How You Make an Impact (Job Accountabilities)

Act as the primary point of contact for customer support through phone, email, chat, and self-service channels.
Gather relevant information, diagnose reported issues, determine the best available solution, and guide users through the problem-solving process.
Escalate unresolved or complex issues to the appropriate next level of support using established procedures.
Accurately record reported incidents, troubleshooting activities, and resolutions in ServiceNow.
Monitor tickets and keep customer information and incident statuses current.
Provide accurate information about IT products and services.
Communicate customer feedback and suggestions to the appropriate internal teams.
Identify opportunities to improve support procedures.
Collaborate effectively with IT colleagues, regional team members, and third-party vendors.
Perform other duties assigned by the immediate manager.

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

Secondary education, Level IV, preferably in Computer Science, Information Technology, or a related field.
Six months to one year of experience as a Service Desk Technician or in another technical customer-support role.
Strong computer skills and the ability to troubleshoot and diagnose technical problems.
Familiarity with PC and Mac hardware, operating systems, and software.
Basic knowledge of network troubleshooting, repair, and analysis.
Strong customer-service skills and the ability to create a positive support experience.
Effective verbal and written communication skills.
Ability to clearly explain technical instructions to non-technical users.
Writing and editing skills for creating and updating technical instructions, manuals, and knowledge-base articles.
Knowledge of computer repair and systematic troubleshooting methods.
Fluent or proficient English, both written and spoken.
Experience with ServiceNow is preferred.
No licenses or professional certifications are required.

Competencies Desired

Customer focus
Technical troubleshooting and problem-solving
Clear and professional communication
Active listening
Teamwork and cross-regional collaboration
Attention to detail
Accurate documentation
Time management and prioritization
Ability to follow established policies and escalation procedures
Continuous-improvement mindset
Ability to work effectively under close supervision

Working Conditions / Physical Requirements / Travel Requirements

Primarily office-based work involving prolonged periods of sitting at a desk and working at a computer.
Regular use of telephone, email, chat, remote-support, and ticket-management tools.
Travel requirement: up to 15%.
Overnight travel: No.
Must follow all applicable workplace health, safety, fire-prevention, and accident-reporting procedures.
Must promptly report workplace injuries, accidents, hazards, and other conditions that may pose a risk to employees.
Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the role.