IT Help Desk Agent

We are seeking a dependable and customer-focused Level 1 IT Help Desk Agent to provide technical support during a busy seasonal period. This position serves as the first point of contact for employees experiencing technical issues and is responsible for documenting requests, completing basic troubleshooting, resolving common hardware and software problems, and escalating more complex issues to senior IT team members.

This is an excellent opportunity for someone looking to gain hands-on IT support experience in a fast-paced environment.

Job Responsibilities

• Respond to technical support requests received by phone, chat, email, or ticketing portal.
• Log, categorize, prioritize, and update support tickets in the central ticketing system.
• Perform Level 1 troubleshooting for computer hardware, software, printers, scanners, point-of-sale devices, and other peripherals.
• Guide users through basic troubleshooting steps in a clear, patient, and professional manner.
• Install, modify, and complete routine repairs on computer hardware and software.
• Escalate unresolved, urgent, or complex technical issues to senior IT team members.
• Provide accurate and timely updates regarding technical issues, available services, and known outages.
• Follow up with users to confirm that problems have been resolved.
• Accurately document reported issues, troubleshooting steps, and final resolutions.
• Support employees working in retail, office, and distribution environments.
• Maintain excellent customer service during every interaction.
• Assist with additional IT projects and assignments as needed., * Part-time, seasonal/temporary position supporting peak business needs.
• Flexible availability is preferred.
• Some evening and weekend availability may be required.
• Additional employment opportunities may be available based on performance and business needs.

• High school diploma or equivalent required.
• Basic knowledge of desktop computers, operating systems, email, and common business applications.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to nontechnical users.
• Comfortable learning and using an IT help desk or ticketing system.
• Strong problem-solving, organization, and documentation skills.
• Ability to remain calm and solution-focused in a fast-paced, high-volume environment.
• Dependable, punctual, and able to work independently during scheduled shifts.
• Willingness to learn and ask for assistance when necessary.
• Previous customer service, retail, technical support, or help desk experience is preferred but not required.
• IT coursework or a related educational background is preferred.
• CompTIA A+ certification or coursework toward certification is a plus but not required., The ideal candidate is patient, professional, technically curious, and comfortable helping people solve problems. You do not need extensive IT experience, but you must demonstrate strong customer service, dependability, basic computer knowledge, and a willingness to learn.