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# IT Help Desk Technician (Level 1)

- **Company:** bobdickson.com, LLC
- **Location:** Madison, GA, United States
- **Experience:** Starter
- **Salary:** $43,680.0 - $48,360.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Common Desktop Environments, Issue Tracking Systems, Remote Service Software
- **Published:** November 3, 2026
- **Apply:** https://www.thejobnetwork.com/job/23ad84bb-0f69-4f56-950a-cf06d60b5191/it-help-desk-technician-level-

## About the Role

We are hiring an IT Help Desk Technician who already has at least one year of solid, hands-on support experience and is hungry to learn more. You will troubleshoot common technical issues, take ownership of tickets, and communicate clearly with clients., * At least 1 year of hands-on IT help desk, service desk, or technical support experience in an environment supporting 10+ Windows devices (1 to 3 years is ideal).

 * Strong Windows and Microsoft 365 troubleshooting skills.
 * Experience with ticketing, PSA, or remote support tools.
 * Ability to resolve common Level 1 issues with limited direction.
 * Strong attention to detail, documentation, organization, and follow-through.
 * Comfortable working within clear processes and defined expectations.
 * Strong written and verbal communication skills.
 * Good judgment around when to continue troubleshooting and when to escalate.
 * Genuine curiosity about technology and a strong desire to keep learning.
 * Resourcefulness when facing something unfamiliar, including the willingness to research, learn, and ask good questions.
 * Valid driver's license, reliable personal transportation, and ability to occasionally travel to local client sites.

Nice to Have

 * Previous MSP experience
 * Experience with ConnectWise, Autotask, or a similar PSA/ticketing platform
 * CompTIA A+ or equivalent technical knowledge

## Description

The right person enjoys solving problems, learning how systems work, and building their skills in an organized environment where clear processes, accurate documentation, and follow-through matter. You do not need to know everything, but you should be curious, resourceful, and eager to keep learning and building your technical knowledge. Key Responsibilities

 * Respond to phone, chat, and ticket requests from clients.
 * Troubleshoot Windows, Microsoft 365, printer, password, connectivity, and common desktop issues.
 * Work through technical problems using available tools, documentation, and established processes.
 * Take ownership of tickets and keep clients informed through resolution or escalation.
 * Document troubleshooting steps and resolutions clearly and accurately in our ticketing system.
 * Escalate tickets to the appropriate team member based on SLA requirements and defined processes.
 * Learn and take ownership of the Help Desk ticket boards to maintain proper ticket flow, including scheduling and coordinating tickets for teammates.
 * Recognize when an issue needs to be escalated and provide complete notes and steps already taken.
 * Perform routine health checks, patch reviews, monitoring follow-up, and maintenance tasks.
 * Collaborate with senior technicians and contribute to strong documentation and repeatable processes.