RoleReporting to the IT Manager, the Help Desk Technician Level 1 provides first-tier support for the company's IT systems. This role involves responding to technical support requests from end-users, troubleshooting issues, and resolving them efficiently or escalating to higher-level support when necessary. The Help Desk Technician Level 1 is responsible for maintaining proper documentation of all support requests and ensuring a high level of customer service.
ResponsibilitiesProvide first-line support via phone, email, and in-person for IT-related queriesTroubleshoot hardware and software issues, including operating system, applications, and network problemsRecord all support requests in the Help Desk ticketing system and ensure timely updates on progressAssist users with password resets, account creation, and basic IT support servicesConfigure and set up IT equipment, including desktops, laptops, and peripheralsFollow up with users to ensure issues are resolved to their satisfactionMaintain knowledge base documentation for frequently asked questions and issuesParticipate in training sessions to improve technical skills and customer serviceRequirementsQualifications High school diploma or equivalent required; Associate's degree in IT or related field preferredPrevious experience in a technical support role or help desk environment is a plusCertifications like CompTIA A+ or Microsoft Fundamentals are considered a strong assetBasic understanding of computer hardware, software applications, and operating systems (Windows 11)Familiarity with common business software (Microsoft 365, Adobe, etc.
)Strong communication skills and a customer-oriented approachAbility to troubleshoot basic technical issues and provide effective solutionsGood organizational skills and attention to detailWillingness to learn and adapt in a fast-paced environmentAbility to work well in a team and contribute to team goalsBenefitsExtended Healthcare Plan (Medical, Disability, Dental & Vision)Paid Time Off BenefitsWeekly Pay PeriodsEmployee Assistance Program - CounselingDPSP matching program that offers increased matching contributions based on your years of service with the company
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