IT Helpdesk Technician

We are seeking a customer-focused Level 1 Help Desk Technician to provide first-line technical assistance for end users. The ideal candidate will troubleshoot hardware, software, network, and account-related issues while delivering excellent customer service and ensuring timely resolution of support requests., * Provide first-level technical support via phone, email, chat, and ticketing systems.

• Troubleshoot and resolve common hardware, software, printer, and connectivity issues.
• Support Microsoft Windows operating systems, Microsoft 365 applications, and standard business software.
• Create, manage, and resolve incidents through the IT ticketing system.
• Reset passwords, manage user accounts, and assist with Active Directory administration.
• Configure and deploy desktops, laptops, mobile devices, and peripheral equipment.
• Escalate complex technical issues to higher-level support teams when necessary.
• Document troubleshooting steps, resolutions, and knowledge base articles.
• Assist with onboarding and offboarding activities, including account provisioning and equipment setup.
• Maintain strong customer service standards and communicate effectively with users regarding issue status and resolution.

• 2-4 years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
• Experience supporting Windows 10/11 environments.
• Familiarity with Microsoft 365, Outlook, Teams, and Office applications.
• Basic knowledge of Active Directory, Azure AD, and user account administration.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience using ticketing systems such as ServiceNow, Jira, ConnectWise, Zendesk, or similar.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting remote users and hybrid work environments.
• Exposure to endpoint management tools such as Intune or SCCM.

Top Prospect Group founders and management team offer more than 25 years of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.