Level I Service Desk Technician

The Level I Service Desk Technician provides first-contact support for end-user IT issues across multiple channels, ensuring timely resolution and adherence to service level agreements. This role involves troubleshooting hardware and software problems, performing hands-on desktop repairs, and utilizing remote diagnostic tools to maintain optimal computer operations. The technician is responsible for documenting incidents, escalating complex issues when necessary, and contributing to knowledge base resources to improve service delivery.