Service Desk Technician - Level 1

Technician - Job Listing.png

Service Desk Technician - Level 1

Englewood, Colorado

January 14th 2019



The Level 1 Service Desk Technician role is to provide professional, courteous, and effective technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing and resolving/escalating end user's requests and issues.

Job Functions:

  • Field incoming interactions to the Service Desk via phone, email and self-service regarding computer related and mobile device related requests and issues.

  • During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool.

  • Using company established rules, prioritize end user's requests and issues.

  • Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group.

  • Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested.

  • Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.

  • Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.

  • Participate in team projects that enhance the effectiveness of the Service Desk.

  • Other duties as needed.

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Job ID: A2265