Tier 1 Service Desk Rep - 100% Remote after training (2 weeks on-site Ann Arbor, MI)

Tier 1 Service Desk / Technical Support Representative

United States – 100% Remote after training (1-2 weeks on-site Ann Arbor, MI)

Shift - Either 11am - 8pm or 12pm - 9pm ET

Key Responsibilities

• Respond to user questions via Five 9, MS Teams call, email, chat, and ServiceNow ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Log and track support requests using ServiceNow.
• Provide step-by-step guidance to users for resolving issues.
• Escalate unresolved or complex problems to Tier 2 support or other IT teams with details notes of basic troubleshooting that was completed by Tier 1.
• Maintain accurate documentation of all interactions and resolutions from phone calls, Teams calls, chat, email, etc.
• Follow standard operating procedures and service level agreements (SLAs)
• Assist with password resets, maintaining security requirements.
• Complete access provisioning requests following standard SLA and communicating with end suer throughout the process.

• Strong communication and customer service skills.
• Basic understanding of operating systems (Windows 10/11, macOS), Office 365 suite, Active Directory, Azure/Intune.
• Ability to follow scripts and troubleshooting guides.
• Ability to write troubleshooting guides and updated documentation for resolutions or new processes.
• Familiarity with Five9 telephony software and ServiceNow ticketing system.
• Associates degree or IT certifications like CompTIA A+ (Or 1-2 years of equivalent work experience)
• Strong problem-solving mindset and attention to detail.

• Patience and empathy when dealing with frustrated users.
• Ability to multitask and manage time effectively.
• Willingness to learn and grow into elevated role within the team.
• Team-oriented mindset with a proactive attitude.
• Highly reliable work ethic.