Remote Level 1 IT Help Desk Support

Buchanan Technologies; Northern (KY); Híbrido; USD 38 000 - 46 000; Tempo integral

Resumo da oferta

Buchanan Technologies is seeking a customer-focused Level 1 Service Desk Agent to provide remote IT support for a healthcare organization. You will serve as the first point of contact, troubleshoot routine issues, and ensure dependable business-hours coverage.

In this fully remote role based in the United States, you will document incidents in the ticketing system, escalate when needed, and collaborate with global teams to deliver a positive support experience.

Qualificações

• First point of contact for users seeking assistance.
• Troubleshoot routine hardware, software, connectivity, and application-access issues.
• Document, categorize and update incidents in the ticketing system.
• Operate within Level 1 support scope and escalate when necessary.
• Maintain clear communication on ticket status and next steps.

Responsabilidades

• Serve as a first point of contact for users requesting technical assistance.
• Troubleshoot routine hardware, software, connectivity, and application-access issues using established procedures.
• Record, categorize, and update incidents and service requests in the ticketing system.
• Resolve issues within Level 1 support scope and escalate as needed.
• Keep users informed of ticket status and next steps.
• Follow established support, security, and escalation procedures.
• Collaborate with other support teams to ensure effective handoffs and timely resolution.
• Contribute to support documentation and knowledge-sharing activities.

Conhecimentos

Customer service

Verbal communication

Written communication

Troubleshooting

Multitasking

Remote work

Ferramentas

Ticketing system

Descrição da oferta de emprego

Buchanan Technologies is seeking a customer-focused Level 1 Service Desk Agent to provide remote IT support for a healthcare organization. You will serve as the first point of contact, troubleshoot routine issues, and ensure dependable business-hours coverage.

In this fully remote role based in the United States, you will document incidents in the ticketing system, escalate when needed, and collaborate with global teams to deliver a positive support experience.