Service Desk Representative (Tier 1)
Full-time
Optomi, LLC
Optomi, in partnership with a leading insurance industry client, is looking for a Tier I Service Desk Representative to support their help desk operations. The role involves handling phone and email support through a ticketing system, with a strong focus on remote troubleshooting and guiding users through issues without direct desk-side access.
Responsibilities of the right candidate:
- Own and manage incidents and requests from intake through resolution or escalation
- Deliver timely and high-quality customer support
- Maintain active communication on all open tickets
- Resolve Tier 1 issues using standard troubleshooting and knowledge resources
- Provide complete documentation, troubleshooting steps, and impact details to avoid rework
- Support service stability and incident response
- Uphold accountability, teamwork, and professionalism
Apply today if your background includes:
- Minimum 6 months of help desk or IT support experience in a corporate setting
- Proficiency with Windows operating systems
- Experience with any ticketing system
- Familiarity with Microsoft Suite (Outlook, Teams) and basic corporate email and calendar functions
- Understanding of ticketing workflow concepts: accepting issues, owning them, fulfilling them, and communicating status
- ServiceNow experience is a significant plus, though experience with other ticketing systems can learn the platform
Vacancy posted 12 hours ago
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