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Service Desk Technician – Level I

Job Description Overview

  • Field incoming requests to the Service Desk via telephone and e-mail and Social Media to ensure courteous, timely and effective resolution of end user issues.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Install anti-virus software and ensure virus definitions are up-to-date.

Position Requirements

Formal Education & Certification

  • College diploma or University degree in a technical field (or) Help Desk work experience highly desirable.
  • Certifications in MicroSoft, Cisco desirable.

Knowledge & Experience

  • Knowledge of basic computer hardware, including PC’s, Mac platforms, printers, WiFi routers, smartphones and tablets.
  • Working knowledge of a range of diagnostic utilities.
  • Experience with desktop operating systems, including Windows XP, Vista, 7. 8, 8.1x and all Mac operating systems.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Fluent English as primary language.

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.


Work Conditions

  • Independent Contractor with ability to work from home.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse.


Fluency in English is mandatory. Spanish as a second language.

COMPENSATION: 30-45 dollars per hour.