Technical Support Specialist - Colorado Springs, United States - Infojini

Description

Job Description -

The Service Desk team works collaboratively with users and Information Technology (IT) team

members to ensure customer computers, desktop phones, mobile devices, peripherals and core

services are available and operational to provide a quality customer experience at all times.

They document and resolve IT tickets related to hardware, software, network and general computer

and peripheral usage.

The Tier 1 Technicians provide first-line single point of contact support.

They answer the phone when you call, receive the email or ticket when you submit them, or greet

you at the walk-up desk.

Their main goal is to provide First Contact Resolution (FCR). Where FCR

is not possible, the Tier 1 technician fully documents the troubleshooting steps they took and

escalates the incident or request to Tier 2 for resolution.

In addition to responding to tickets, the Service Desk is responsible for communicating to City Departments for service interruptions and

other IT related notifications.