Level 1 IT Help Desk Technician

The Level 1 IT Help Desk Technician serves as the first point of contact for end users seeking technical assistance. This role is responsible for troubleshooting basic hardware, software, and network issues, documenting incidents, and escalating more complex problems to higher-level support teams. The technician ensures timely resolution of issues to maintain productivity and user satisfaction.

General Responsibilities and Duties:

• Provide first-line technical support via phone, email, or ticketing system
• Troubleshoot and resolve basic issues related to operating systems, software, and hardware
• Support Microsoft 365 and other common business applications
• Assist with printers, peripherals, and mobile devices
• Address basic network connectivity issues (Wi-Fi, VPN, LAN)
• Log, track, and manage support tickets in the help desk system
• Escalate unresolved or complex issues to Level 2/3 support
• Perform user account management (password resets, permissions, onboarding/offboarding)
• Install, configure, and update software and hardware
• Maintain documentation and contribute to the IT knowledge base
• Follow IT policies, procedures, and security protocols

• Basic knowledge of Windows and macOS operating systems
• Understanding of networking fundamentals
• Familiarity with Active Directory or similar systems
• Experience with ticketing systems
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Strong customer service orientation
• Ability to prioritize and manage multiple tasks

Physical Requirements:

• Prolonged periods of sitting and working at a computer
• Ability to lift and move basic IT equipment (up to 25 lbs)
• Ability to travel between workstations or locations if needed

Education and Experience:

• High school diploma or equivalent required
• Associate degree in Information Technology or related field preferred
• 0-2 years of experience in IT support or help desk environment

Pulled from the full job description Health insurance 401(k) matching Paid time off Employee discount Vision insurance Dental insurance Life insurance, · Medical Insurance

· Dental Insurance

· Vision insurance

· Company Sponsored Life Insurance

· Company Sponsored Long Term Disability Insurance

· Employee Assistance Program (EAP)

· 401k with a company match

· Paid time-off

· Employee discounts

Benefit Conditions:

· Some benefits may have a waiting period or hours requirement

· Only full-time employees eligible for health insurances and paid time off

Schedule: Monday through Friday, minimum 45 hrs. Overtime & weekends may be required to meet project schedules.

Pay Range: Salaried, Commensurate with experience, * 401(k) matching

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Wehrung’s Lumber & Home Center is a proud family-owned business with over 75 years of dedicated service. Our focus is on providing exceptional construction and building solutions to a diverse range of customers, from DIY enthusiasts to large contractors. We are committed to creating a welcoming environment where our team members thrive and help us become the most admired home improvement brand in the area.