The Help Desk Technician is an essential role, providing support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration. The Technician directly interacts with customers to address their end-user issues and escalates to Help Desk Technician L2, if necessary. They create value for clients that will help preserve our partners’ reputation and business. Essential Responsibilities (includes, but is not limited to): • Serves as first point of contact for customers seeking technical assistance over the phone or through email • Provides first tier help desk support for partners’ end-users by performing basic troubleshooting • Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues • Investigates and resolves technical issues • Follows up with customers to ensure their technical issues are resolved • Updates our internal databases with information about technical issues and useful discussions with customers • Shares customer feedback or suggestions with the appropriate internal team • Ideal Skills, Experience, and Competencies: • 1year of experience as a Customer Support Specialist or similar customer service role preferred • Ability to diagnose and resolve basic technical issues • Good understanding of computer systems, mobile devices, and other tech products • Experience using help desk software and remote support tools preferred • Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems • Ability to communicate professionally by phone and email • Must be customer service oriented and patient to deal with difficult customers, and work well in a team oriented collaborative environment • Demonstrates a technical awareness of network topology, protocols, and server connectivity Required Education & Certifications: • High School Diploma/GED or equivalent work experience