Service Desk Analyst

  • iMatch,
  • Seattle, WA
  • 4 days ago
Communication skills, Computer, Customer service, Desktop, Documentation, Email, Hardware, Help desk, Laptop, Networking, PC, Printers, Retail, Software, Technical support, Technician, Troubleshooting
Full Time
$18 - $19

Job Description


The L1 Support Technician performs a variety of tasks associated with providing end user software, hardware, and network support for retail, restaurant and corporate locations. Documents, tracks and monitors problems to ensure timely resolution.


  • Provide 1st level technical support (phone, email and in person) 
  • Ensure the timely resolution of assigned Helpdesk tickets
  • Receive trouble reports from users and/or network alarms.
  • Assign initial severity level for incidents.
  • Involve appropriate Level II and III support resources for incident resolution.
  • Inform user groups of incident occurrences and provide periodic status and resolution ETA
  • Troubleshoot, resolve, and document end user help requests for desktop, laptop, and peripheral problems
  • Maintain troubleshooting documentation for frequent incident occurrences and FAQ’s for user groups.
  • Install, maintain and configure customer hardware and software for PC, MAC, network printers and other network devices.
  • Other duties as required that may occasionally be necessary to support facilities.


  • 1+ years’ experience working with computer hardware and software in a Microsoft-networked computer environment. 
  • Experience working with a Macintosh a plus.
  • Strong hardware trouble shooting skills.
  • Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
  • Manage and prioritize multiple tasks under pressure.
  • Excellent verbal communication skills.
  • Excellent phone and e-mail etiquette and customer service skills.
  • Bending/stooping/kneeling occasionally required 
  • Lift and or move up to approximately 25 lbs occasionally     



Dice Id : 10107021
Position Id : 6958701
Originally Posted : 1 month ago
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