Helpdesk Technician Level 1
As the Helpdesk Technician Level 1, you will support clients that are small and mid-sized businesses. This role will be the first point of contact for Helpdesk support resolving IT issues and providing an exceptional client experience.
Key Responsibilities:
- Serve as the first point of contact for incoming Helpdesk requests via phone or email, delivering courteous and effective solutions to end-user issues.
- Diagnose and address technical issues with patience and empathy.
- Escalate complex tickets to senior team members when necessary.
- Follow-up and provide clients with status updates.
- Document client communication and log time spent on tickets.
- Utilize remote tools and diagnostic utilities to resolve support requests efficiently.
- Perform on-site fixes, including hardware repairs, peripheral deliveries, and other required tasks.
Requirements:
- Associate or bachelor’s degree in an IT-related field preferred and 1+ yrs IT support experience.
- Basic knowledge of computer systems, hardware, and software.
- Experience with Windows and macOS operating systems.
- Microsoft 365 Administration experience.
- Understanding of common troubleshooting techniques for networks, printers, and mobile devices.
- Experience with helpdesk ticketing systems.
- Strong written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Excellent customer service, problem-solving, and multitasking skills.
- Reliable transportation, a valid driver’s license, and vehicle insurance for local client site visits.
- Flexibility to work occasional evenings and weekends if needed.
- Ability to lift and carry up to 50 pounds.