layiq
/la·yiq/adjective
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
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Job opportunity
IT Support Technician I
LEARFIELD
Atlanta, GA; Regional Office Atlanta
Source: LEARFIELD careers · View original posting
- Employment
- full time
Employer job description
From LEARFIELD's posting. “We” and “our” refer to the employer.
The IT Support Technician I role is to ensure proper IT operations so that end users can accomplish business tasks, this includes receiving, prioritizing, documenting, and actively resolving end user requests for assistance as well as installation, configuration, and oversight of the personal computer environment. Problem resolution and oversight regularly include the use of diagnostic and tracking tools such as Freshservice and Bomgar. The technician may also be required to provide in-person, hands-on assistance at the deskside level
Essential Duties & Responsibilities:
Serve as the first point of contact providing technical assistance over the phone or email, while maintaining a professional, courteous, and flexible customer service attitude.
Monitor the Freshservice ticketing queue and answer incoming Help Desk calls.
Escalate problems, as needed, to the level II technicians.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution.