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IT Tech Support Level 1

Company: 4IT Inc
Location: Jupiter
Posted on: September 22, 2019

Job Description:

The Service Desk Engineer L1 is responsible for handling advance level support of service requests and being a team lead for the Service Desk Technicians. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsofts core business applications and operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
System documentation maintenance and review
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic understanding of operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organizations key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

PI113834737

Keywords: 4IT Inc, Lauderhill , IT Tech Support Level 1, Other , Jupiter, Florida

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