it support technician

Summary

The Tier 1 Helpdesk Technician serves as the first point of contact for IT support requests. This role is responsible for initial intake, triage, documentation, and routing of reported issues to the appropriate support teams. The technician ensures timely acknowledgment of requests, accurate classification, and a positive customer experience while helping maintain service level expectations.

Key Responsibilities

• Act as the first point of contact for all IT support requests via ticketing system, phone, email, or portal

• Perform initial triage of reported issues to gather required information and assess urgency, impact, and priority

• Accurately document issues, troubleshooting steps, and relevant details in the ticketing system

• Route and escalate tickets to appropriate Tier 2, Tier 3, or specialized support groups based on established procedures

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