IT Help Desk Tech Specialist Level 1
Role details
Job location
Tech stack
Job description
The IT Help Desk Tech Specialist I is responsible for providing front line Help Desk Technical Support for the Sunlighten IT Infrastructure. You will solve help desk cases and ensure end users are running properly and efficiently. You will be responsible for supporting end users through the onboarding/offboarding process, maintaining end users related equipment/accessories/software, and ensuring all end users cases and correspondence are evaluated, resolved, and documented through multiple channels., * Provide front-level support to all employees through various channels, such as phone, email, chat, remote desktop services, and other applications.
- Monitor IT Help Desk and respond quickly to incoming cases regarding end-user issues.
- Diagnose, troubleshoot, and resolve malfunctions of devices/software used by Sunlighten end users using RMM.
- Install, configure, and upgrade PCs and related hardware for new hires and existing users, ensuring smooth transitions.
- Maintain user PCs, including upgrades and configuration as needed, or requested by Network Administrator or Director or IT.
- Ensure all equipment, related accessories, and software remain in top working condition (PCs, printers, servers, monitors, keyboard, mouse, hard drive, headsets, etc.).
- Onboard & offboard end users efficiently and without errors.
- Communicate with Tech Support II & III to resolve complex technical issues and coordinate resolutions.
- Properly escalate unresolved queries to the next level of support as appropriate (IT Help Desk II+, Vendors, etc.) and track and communicate on status and resolutions.
- Evaluate and document responses regarding technology events/issues, end-user issues, and requests through multiple channels not limited to but including cases, phone, emails, and on-site.
- Ensure proper recording of cases, documentation, and case closure.
- Keep up with Sunlighten's evolving technology, tools, and processes to continuously improve support services.
- Remain current on computer support process and proactively seek new solutions to enhance IT support efficiency.
- Attend weekly IT syncs and prepare to report status of all help desk cases during meetings.
- Work rotating schedule/on-call as needed.
- Take on other tasks & duties as assigned by Director of IT.
Requirements
We are seeking a dedicated Helpdesk Specialist to provide comprehensive technical support within our organisation. The successful candidate will be responsible for resolving a wide range of IT issues, ensuring seamless operation of hardware and software systems, and delivering exceptional customer service to end-users. This role offers an excellent opportunity for individuals with a strong foundation in IT support and excellent communication skills to contribute to a dynamic team environment., Education and Experience:
· 2+ years' prior Help Desk or Technical Support experience, providing direct assistance to end users with laptops, headsets, hardware, software, and other devices.
· Knowledge of general network troubleshooting, remote management tools, centralized patch management, Microsoft Active Directory (AD), helpdesk software (e.g., ConnectWise, Freshdesk), Office 365 administration, and Windows Imaging/InTune is highly preferred.
Skills/Abilities:
· Adaptability and flexibility in response to changing demands or case complexities.
· Strong analytical and troubleshooting skills to quickly identify root causes and implement solutions.
· Excellent interpersonal and communication skills to provide positive user experiences.
· Ability to work on-call weekends, holidays and evenings as needed.
Benefits & conditions
· £25-30K · Office wellness perks including access to staff saunas · Private Health Insurance · 25 Days Annual leave (excluding Bank Holidays) · Additional day off for your Birthday · Employer pension contributions (up to 8%).
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Additional leave
- Company pension
- Employee discount
- On-site parking
- Private medical insurance
- Sick pay
