SERVICE DESK TECHNICIAN

The Level 1 Service Desk Technician serves as the first point of contact for all Digital Solutions support requests. The primary responsibility of this position is answering the Service Desk hotline, gathering complete and accurate information from callers, creating and updating KACE tickets, and performing basic ticket triage to ensure requests are properly categorized, prioritized, and routed.

This role focuses on customer service, ticket quality, queue management, and efficient intake of support requests. The Level 1 Service Desk Technician ensures all support activity is documented within KACE and that users receive a professional and consistent support experience.

• Opportunity to work in a dynamic and supportive IT environment.
• Gain extensive experience with KACE systems and advance your technical troubleshooting skills.
• Develop exceptional customer service skills in a tech-driven setting.
• Be part of a team that values professionalism and quality service delivery.

• Primary Responsibilities

  Service Desk Hotline Operations

  • Answer incoming Service Desk hotline calls in a professional and courteous manner.
  • Gather complete information regarding incidents, service requests, and technology-related issues.
  • Identify affected users, systems, locations, urgency, and business impact.
  • Provide excellent customer service while managing call volumes efficiently.
  • Escalate emergency or business-critical incidents according to established procedures.

  Ticket Creation and Documentation

  • Create KACE tickets for all support calls and requests.
  • Ensure ticket information is complete, accurate, and properly categorized.
  • Document user descriptions, troubleshooting information, business impact, and relevant details.
  • Maintain clear and professional ticket notes.
  • Update ticket information as additional details become available.
  • Ensure all work received by phone, email, Teams, or direct contact is documented in KACE.

  Queue Monitoring and Triage

  • Monitor designated support queues throughout the day.
  • Review newly submitted tickets for completeness and accuracy.
  • Assign appropriate categories, priorities, and support groups.
  • Route tickets to the appropriate technician or team for resolution.
  • Identify duplicate tickets and related incidents.
  • Escalate high-impact, urgent, or security-related issues according to established procedures.
  • Assist with reducing unassigned ticket backlog and maintaining queue health.

  Basic Technical Support

  • Resolve simple first-contact issues when documented procedures exist.
  • Assist users with:
  • Password resets
  • Account unlocks
  • Basic Microsoft 365 support
  • Basic Teams support
  • Standard how-to questions
  • Utilize knowledge base articles and documented procedures when available.
  • Escalate issues beyond Level 1 scope to appropriate technical resources.

  Communication and Customer Service

  • Provide timely updates to users regarding ticket status.
  • Set appropriate expectations for response and resolution times.
  • Communicate professionally with employees, contractors, executives, and vendors.
  • Maintain a positive customer-focused attitude.

• • High school diploma or equivalent.
  • 1+ years of customer service, call center, help desk, or technical support experience preferred.
  • Strong verbal and written communication skills.
  • Ability to gather information and accurately document requests.
  • Strong attention to detail.
  • Basic knowledge of:
  • Windows operating systems
  • Microsoft 365 applications
  • Microsoft Teams
  • Password and account management concepts
  • Ability to work in a fast-paced environment while managing multiple requests.

  Preferred Qualifications

  • Experience using a ticketing system such as KACE, ServiceNow, Jira Service Management, or similar.
  • CompTIA A+ certification or equivalent experience.
  • Previous Service Desk or Help Desk experience.

  Key Performance Indicators (KPIs)

  • Hotline call answer rate.
  • Average speed to answer.
  • Ticket documentation quality.
  • Percentage of tickets properly categorized and prioritized.
  • Ticket assignment turnaround time.
  • Unassigned ticket backlog levels.
  • Customer satisfaction feedback.
  • First-call resolution rate for approved Level 1 issues.
  • Compliance with Service Desk procedures and documentation standards.

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.