Service Desk Technician I
About this role
Service Desk Technician I
Application Closing Date: September 4, 2026 (6 days left to apply)
Job Description
The Service Desk Technician is responsible for direct support of users contacting the WGU IT Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk procedures. They respond to Omnichannel interactions from both students and staff needing technical assistance.
Essential Functions and Responsibilities:
- Receive Omnichannel interactions from end users, and create incidents or Service Requests, logging all pertinent information.
- Provides initial assessment, categorization, and prioritization of Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
- Ensures Incidents and Service Requests are properly escalated to appropriate IT support groups.
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