Level I Desk Support Specialist
Level I Desk Support Specialist
American Technology Services (ATS) started in 1994 with the same mission as today, providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our "corporate knowledge" about our clients' IT operations helps our clients perform at a higher level.
About the Role
ATS is seeking a proactive and customer-focused Level I Desk Support Specialist to join our dynamic IT team. In this hands-on, on-site role, you will be the first point of contact for users, providing essential infrastructure support to internal and external clients. Your primary responsibilities will include managing IT service requests, troubleshooting technical issues, and collaborating closely with team members on global projects. Complex issues will be escalated to senior engineers as needed, ensuring seamless service and high user satisfaction.
What You'll Do
Provide frontline support by interpreting, evaluating, and resolving technical inquiries related to installed applications, hardware, and software.
Deliver prompt, high-quality service in a fast-paced, high-volume help desk environment.
Manage incident lifecycles while delivering exceptional customer service for supported business units and products.
Resolve issues using internal knowledge bases, external resources, or team consultation as required.
Escalate unresolved cases to the appropriate support level within defined timeframes.
Achieve productivity goals by resolving at least 80% of incidents at the first point of contact.
Maintain accurate records of service requests in a centralized ticketing system for efficiency and accountability.
Troubleshoot and diagnose problems promptly, offering end-user training when necessary.
Work with IT team members on global projects and share best practices.
Document processes, solutions, and procedures to support team continuity.
Refer complex service requests to upper-level engineers when necessary.
Qualifications
Foundational understanding of IP addressing, DNS, DHCP, and router/switch.
Competence in managing user accounts, email troubleshooting, and application support within Microsoft 365.
Familiarity with computer hardware, peripheral devices (e.g., printers, scanners), and network components (e.g., modems, routers).
Proven ability to diagnose and resolve technical issues related to desktops, laptops, servers, and networking.
Knowledge of security best practices, including password management, antivirus, and malware prevention.
Understanding of data backup and recovery processes.