Desktop Support Technician

Duration: 6+ Months Role Summary Tier 1 Support plays a critical role in maintaining trust in client tools by ensuring issues are resolved efficiently, documented accurately, and continuously improved. Tier 1 serves as the first point of contact for all users experiencing technical, menu or operational issues. The role focuses on issue intake, basic troubleshooting, resolution of common and well documented requests, and proper escalation when needed. As the frontline of Digital Care, Tier 1 ensures users receive timely, professional, and appropriate support. Key Responsibilities Act as the initial contact via approved intake methods. Greet users professionally and collect required diagnostic or menu information. Clearly restate issues to confirm understanding and set expectations regarding next steps and timelines. Take ownership of user issues through initial assessment and resolution or escalation. Resolve common, repeatable issues using approved knowledge articles, scripts, and SOPs. Perform basic diagnostics and assist with: Login or access verification Basic system errors User how-to guidance Configuration settings Menu updates Ensure all activities and resolutions comply with established KPIs and governance standards. Equal Opportunity Employer Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. #J-18808-Ljbffr Dexian