Helpdesk Specialist

SUMMARYThe L1 Helpdesk Technician serves as the first point of contact for all IT-related support requests, primarily via phone and, as needed, via email and ticketing systems. This role ensures consistent client support by troubleshooting and resolving basic desktop, software, network, and hardware issues while maintaining thorough documentation and adhering to escalation procedures.JOB RESPONSIBILITIESServe as the initial point of contact for IT support via phone, email, and the ticketing system.Remain logged into phone queues throughout the workday to ensure availability.Troubleshoot and resolve basic desktop, network, software, and hardware issues.Assist with the installation, configuration, and support of computers, mobile devices, printers, and peripherals.Follow escalation procedures for unresolved issues requiring higher-tier support.Maintain detailed and accurate records of all client interactions and resolutions.Collaborate with vendors to resolve hardware and software-related problems.Install and configure operating systems, software applications, patches, and updates.Perform basic cybersecurity tasks, such as virus detection, removal, and security maintenance.Monitor backup systems and assist in data restoration as needed.Provide user education on cybersecurity best practices and IT resources.Handle password resets, account provisioning, and access control.Participate in an on-call rotation for after-hours support as required.Document and escalate technical issues and customer interactions appropriately.QUALIFICATIONSAssociate’s degree in technology or a related field.2–5 years of experience supporting Microsoft environments.2 years of experience working in a Managed Services Provider (MSP) environment.Strong knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications.Basic networking knowledge (DNS, DHCP, VPN, firewall configurations).Familiarity with VMware, Citrix, VPN, Terminal Services, and backup technologies.Experience with remote troubleshooting tools and remote desktop applications.Excellent communication, documentation, and customer service skills.Ability to diagnose and resolve issues independently and efficiently.Adaptability in fast-paced environments with shifting priorities.Commitment to continuous learning and professional development.Preferred CertificationsCompTIA Security+CompTIA Network+JOB REQUIREMENTSShould be willing to accept a long-term work-from-home arrangement.Should be amenable to a permanent night shift schedule.