IT Systems Support Technician - Level 1
Position Summary:
The IT Systems Support Technician - Level 1 serves as the first point of contact for clients seeking technical assistance both during and after business hours. This role requires strong troubleshooting skills, the ability to resolve issues efficiently, and a commitment to delivering exceptional customer service. Responsibilities include handling escalated Help Desk tickets, supporting project-related tasks, performing system upgrades, and ensuring timely issue resolution. Success in this role requires excellent communication, problem solving skills, and the ability to work effectively in a fast paced environment.
Key Responsibilities:
* Deliver outstanding customer service to clients and partners.
* Manage multiple clients and tasks simultaneously while maintaining high quality service.
* Respond to issues escalated through phone, chat, and ticketing systems in a fast paced environment.
* Provide remote support for hardware, software, and new/existing technologies.
* Identify and escalate IT security concerns and policy violations.
* Contribute to and maintain accurate, up to date documentation within the company knowledge base.
* Resolve support tickets within defined SLAs.
* Coordinate with vendors for warranty claims or escalated technical issues.
* Monitor and respond to SIEM and Microsoft 365 security alerts.
Qualifications:
* Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
* 2 years of experience in a Help Desk or technical support environment.
Skills:
* Proficiency with Microsoft 365 and common business applications.
* Knowledge of Hosted Exchange environments.
* Familiarity with Microsoft productivity tools.
* Experience with Remote Monitoring and Management (RMM) platforms.
* Relevant IT certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified, or Jamf (preferred).
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
