Level 1 Help Desk Technician

Job Description Job Description Job Description:

We are seeking a highly motivated and customer-focused Level 1 Help Desk Technician to join our IT support team. As a Level 1 Help Desk Technician, you will be responsible for providing first-level technical assistance to end-users, ensuring the highest level of customer service and satisfaction. You will be the first point of contact for IT-related issues and will play a crucial role in resolving them efficiently.

Key Responsibilities:

• Provide timely and effective technical support to end-users via phone, email, chat, or in person.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, and mobile devices.
• Escalate complex issues to Level 2 or Level 3 support teams as needed.
• Install, configure, and maintain software applications and operating systems.
• Assist with user account management and password resets.
• Collaborate with team members to develop and improve knowledge base articles and documentation.
• Track, document, and manage support requests using our ticketing system.
• Participate in on-call rotation for after-hours support when necessary.

Qualifications:

• High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
• Minimum 2 years of experience in a similar role.
• Strong knowledge of Windows and/or macOS operating systems.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with productivity software (Microsoft Office, G Suite).
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.
• Customer-focused with a commitment to providing exceptional service.