Help Desk 1

2
Description
Equinox Consulting Partners is seeking Help Desk professionals who will serve as Level 1 technical support for our client in Norfolk, VA.

Responsibilities
A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. They also support calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Requirements

• OTRS ticket system (or equivalent) (1 year)
• TDX IT Service Management (ITSM) Service Desk tool (1 year)
• Hands on experience with basic support and troubleshooting (such as password resets, printer configuration, break/fix instructions, ticket routing) (2 years)

Job Type: Full-time