Tier 1 IT Service Desk Support Specialist

City of Dayton; Dayton (OH); On-site; USD 42,000 - 58,000; Full time

Job summary

The City of Dayton IT Service Desk is seeking a Customer Support Specialist (Tier 1) to be the first point of contact for employees. You will provide high-quality service for technology, data, and telecommunications issues and log all interactions.

You will triage requests by phone or email, resolve common problems at first contact when possible, document steps, and escalate more complex issues to Tier 2/3 with clear notes, ensuring users are kept informed.

Qualifications

• Associate's degree and 1 year of computer operations or 1st tier technical support
• High School Diploma (or G.E.D.) with 2 years experience in computer operations or 1st tier technical support
• Background check and Employment Authorization required prior to employment
• Must possess a valid driver’s license at time of appointment and thereafter

Responsibilities

• Serve as the first line of support, receiving and triaging requests by phone, email, and other service desk channels
• Provide technology support and troubleshooting, resolving common issues at first contact
• Escalate unresolved or advanced issues to Tier 2/3 IT staff with clear documentation
• Create and maintain a complete call history using the work order system
• Support IT systems operations and internal users, performing routine duties including monitoring systems and backup processes
• Follow up with users to confirm issues are resolved and customers are satisfied

Skills

Customer service

Hardware knowledge

Office software

Documentation

Adaptability to new tech

Education

Associate degree

High school diploma/GED

Job description

The City of Dayton IT Service Desk is seeking a Customer Support Specialist (Tier 1) to be the first point of contact for employees. You will provide high-quality service for technology, data, and telecommunications issues and log all interactions.

You will triage requests by phone or email, resolve common problems at first contact when possible, document steps, and escalate more complex issues to Tier 2/3 with clear notes, ensuring users are kept informed.