Overview

The Tier I Service Desk Specialist serves as the initial point of contact for end-users seeking assistance in the IT service desk structure. Its main responsibility is to triage all incoming requests, ensuring they are properly prioritized, have enough information, are categorized, etc. If issue cannot be resolved, it escalates it to the appropriate higher support tiers or specific knowledge domains for further resolution

Essential Duties and Responsibilities

Resolve technical issues and answer queries in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
Diagnose, identify, isolate, and analyze problems utilizing historical database records
Route calls to product line specialists as necessary
Maintain and update records and tracking databases
Alert management to recurring issues and patterns of issues
Other duties as assigned

Minimum Requirements

1-2 years of experience resolving end-user issues by telephone and/or in-person
At least one certification or equivalent from the following list must be maintained CompTIA, ITIL, MCSA, MCP, MCSE, and/or HDI Desktop Support Technician Certificate
Proven experience with ticketing systems
Strong knowledge of basic business analysis techniques
Demonstrated ability to provide guidance to users for viable solutions

Educational Requirements

Bachelor’s degree Computer Science, Information Systems, Engineering, Business or other related field

Compensation: $50,000-$55,000 The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.

NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.

NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us at recruiting@nccsite.com. Please reference the position in your email.

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