Service Desk Technician 1 at Carlisle in Carlisle, Pennsylvania

Job Description:

In a primarily call center type environment, answer all incoming phone calls to the IT Service Desk while providing world class customer service. Troubleshoot tier 1 level IT issues, document all issues in ServiceNow ticketing system. Identify and escalate issues to appropriate tier and teams. Create tier 1 technical documentation.


Duties and Responsibilities:


* Provide world class customer service in all interactions
* Serves as the first contact for internal company IT user support.
* Assists users with tier 1 hardware and software problems and questions.
* Keep management informed of Help Desk ticket trends.
* Collectively work user logged tickets in accordance with departmental guidelines.
* Provide desk side support for local users
* Bi-monthly after-hours on-call rotation (high priorities only)


Required Skills/Abilities/Knowledge:


* Customer Service 1st mindset
* Superior written and verbal communication skills
* Top quality professionalism
* Logically and technically minded
* PC and Mac troubleshooting skills.
* Problem-solving and analytical skills.
* Ability to follow direction
* Able to lift 50lbs


Education and Experience:


* Experience in a Customer Service environment
* 1 year experience in an IT position or internship; preferred
* Formal IT Training; preferred


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled