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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.

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