Helpdesk Level 1

The Help Desk Technician I provides first-level technical support to employees by troubleshooting hardware, software, network, mobile device, and account-related issues. This role serves as the initial point of contact for IT support requests, ensuring timely resolution of incidents while delivering excellent customer service and maintaining accurate documentation., + Serve as the first point of contact for IT support requests received via help desk ticketing system, phone, email, and walk-up support.

• Diagnose and resolve basic hardware, software, and connectivity issues.

• Provide support for Windows operating systems, Microsoft 365 applications, printers, mobile devices, and standard business applications.

• Create, update, and close support tickets while documenting troubleshooting steps and resolutions.

• Escalate complex issues to Tier 2 or Tier 3 support teams when necessary.

• Assist with user account management, including password resets, account unlocks, and access requests.

• Configure and deploy workstations, laptops, mobile phones, and peripheral devices.

• Support onboarding and offboarding activities, including equipment setup and account provisioning.

• Maintain inventory records for assigned hardware and software assets.

• Follow IT policies, security procedures, and change management processes.

• Assist in creating and maintaining technical documentation and knowledge base articles.

• Maintain a high level of customer service and professionalism when interacting with users.

• High school diploma or equivalent required; Associate’s degree in Information Technology or related field preferred.

• 1-2 years of technical support or customer service experience preferred.

• Basic knowledge of:

• Microsoft Windows

• Microsoft 365 (Outlook, Teams, OneDrive, Office applications)

• Active Directory or Entra ID

• Computer hardware and peripherals

• Network fundamentals (TCP/IP, Wi-Fi, VPN)

• Mobile device support (iOS and Android)

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred Certifications

• CompTIA A

• • Microsoft Fundamentals Certifications
• ITIL Foundation (preferred)

Key Competencies

• Customer Service Focus

• Technical Troubleshooting

• Communication Skills

• Time Management

• Teamwork and Collaboration

• Attention to Detail

• Documentation and Recordkeeping

• Continuous Learning

Physical Requirements

• Ability to lift and move computer equipment up to 30 pounds.

• Ability to work at a desk and use a computer for extended periods.