Tier 1 IT Help Desk - Customer Support & Troubleshooting

JobAps; Dayton, Northern (OH, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

The City of Dayton's IT Service Desk is seeking a Customer Support Specialist (Tier 1). As the first point of contact for City employees, you deliver high quality customer service for technology, data, and telecommunications.

You will triage requests by phone, email, and other channels, resolve common issues on first contact when possible, and document all interactions in the work order system while supporting IT operations.

Qualifications

• Associate's degree with 1 year in computer operations or 1st-tier tech support.
• OR high school diploma with 2 years in computer operations or 1st-tier tech support.
• Degree from an accredited institution is preferred.

Responsibilities

• Serve as the first line of support for City employees via phone, email, and other channels.
• Provide technology support and troubleshooting, resolving common issues at first contact.
• Escalate unresolved or complex issues to Tier 2/3 with clear documentation.
• Maintain accurate call history in the work order system.
• Support IT systems operations, monitor systems and backups, and run routine jobs.
• Follow up to ensure issues are resolved and users are satisfied.

Skills

Computer hardware

Networking

Microsoft Office

Documentation

Customer service

Education

Associate's degree

High School Diploma or GED

Tools

Work order system

Job description

The City of Dayton's IT Service Desk is seeking a Customer Support Specialist (Tier 1). As the first point of contact for City employees, you deliver high quality customer service for technology, data, and telecommunications.

You will triage requests by phone, email, and other channels, resolve common issues on first contact when possible, and document all interactions in the work order system while supporting IT operations.