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

Tier 1 Service Desk Rep United States – 100% Remote after training (2 weeks on-site Ann Arbor, MI) 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. Required Skills & Qualifications • 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. Preferred Attributes • 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. Apply tot his job Apply To this Job