Job Description

We are seeking a highly motivated Help Desk Level 1 Support technician to join our IT support team. This entry-level position is responsible for providing first-line technical support to internal users and resolving a wide range of IT-related issues. The ideal candidate will have a basic understanding of computer systems, strong communication skills, and a desire to help users solve technical problems.

Key Responsibilities

• Provide First-Line Support : Serve as the initial point of contact for end users experiencing technical issues. Respond to support requests via phone, email, or ticketing system.
• Troubleshoot Issues : Diagnose and resolve common hardware, software, and network problems, such as system crashes, slow performance, login issues, and basic software errors.
• User Account Management : Assist with the creation, modification, and deletion of user accounts in accordance with company policies.
• Password Resets & Access Control : Help users with password resets, account lockouts, and access permissions for various systems and applications.
• Hardware Support : Provide basic support for hardware troubleshooting and assist with setting up new workstations, printers, and other devices.
• Software Installation & Updates : Install and configure software applications, perform system updates, and ensure systems are running the latest security patches.
• Ticket Management : Log, prioritize, and track all issues in the service desk ticketing system, ensuring timely resolution and escalations to higher-level support teams when necessary.
• Customer Service : Deliver exceptional customer service by maintaining a helpful, patient, and professional attitude when interacting with users.
• Documentation : Maintain clear and accurate documentation of issues, solutions, and processes for future reference.

Qualifications

• Education : High school diploma or equivalent (Associate's degree or IT certifications such as CompTIA A+ is a plus).
• Experience : 1+ year of experience in IT support, customer service, or a help desk role is preferred but not required.
• Basic knowledge of computer hardware, software, and network troubleshooting.
• Familiarity with operating systems (Windows, macOS, etc.) and common office applications (Microsoft Office Suite, etc.).
• Strong problem-solving skills and ability to learn quickly.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

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