IT Service Desk Level 1 Engineer

Eakes-Office-Solutions; Lincoln (NE); On-site; USD 42,000 - 54,000; Full time

Job summary

Eakes-Office-Solutions in Lincoln, NE is seeking an IT Service Desk Level 1 Engineer to support clients by triaging requests and routing to the right teams. You will monitor, log, and manage calls, maintaining real-time ticket updates and documenting resolutions.

Ideal candidates have 2+ years of technical support experience, strong customer service skills, and the ability to multi-task in a fast-paced environment while maintaining clear communication with clients and teammates.

Qualifications

• 2+ years of outstanding customer technical support experience.
• Strong typing and data entry skills (≥50 WPM).
• Ability to multi-task and adapt to changes quickly.
• Excellent communication and customer care.

Responsibilities

• Answer calls to the service desk and enter tickets.
• Triage and process new tickets to ensure support tickets do not fall through the cracks.
• Enter tickets and time in the ticketing system in real time.
• Document processes and procedures as needed.
• Provide premier technical assistance and consulting to valued customers.
• Troubleshoot system and network issues through root-cause analysis and implement solutions.
• Respond to internal trouble ticket system requests and document the path to resolution.
• Provide on-call support as part of a scheduled rotation.
• Demonstrate high emotional intelligence (EQ) while interacting with customers and peers.
• Follow procedures, suggest enhancements to procedures, and maintain superior client/internal communication.
• Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records.

Skills

Customer support

Active listening

Communication

Typing 50 wpm

Phone etiquette

EQ

Tools

Ticketing system

Job description

Job SummaryThe IT Service Desk Level 1 Engineer is responsible for facilitating the best support to our clients by both monitoring and managing incoming client requests so they can be triaged and then assigned to the appropriate team. Should have excellent customer service skills, computer operation skills and basic understanding of terminology for computer and phone systems.Primary Job Duties/ResponsibilitiesAnswer calls to our service desk and enter tickets.Triage / process new tickets to ensure support tickets do not fall through the cracks.Responsible for entering tickets and time in our ticketing system in real time.Document processes and procedures as needed.Providing premier technical assistance and consulting to valued customers.Troubleshooting system and network issues through root-cause analysis and implementing solutions.Responding to internal trouble ticket system requests and accurately documenting the path to resolution.Providing on-call support as part of a scheduled rotation with other team members.Demonstrate high emotional intelligence (EQ) while interacting with customers and peers.Follow procedures, suggest enhancements to procedures, and provide superior client and internal communication.Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records related to problem documentation and resolution.OTHER DUTIES AS MAY BE ASSIGNEDQualifications2+ years' experience providing outstanding customer technical supportBasic computer and operating system knowledgeOtherInterpersonal skills: telephony, communication, active listening, and customer careAbility to multi-task and adapt to changes quickly.Ability to type a minimum of 50 words per minute to ensure quick and accurate entry of service request details.Ability to learn and understand of all key services for which support is being provided, as well as support tools, techniques, and how technology is used to provide service.