IT End User Services - Technician Level 1

The End User Services (EUS) Technician - Level 1 provides first-line technical support to employees by resolving common hardware, software, and access issues. This role focuses on delivering timely, customer-focused support through established procedures while escalating more complex issues as needed.

The Level 1 Technician is critical to maintaining productivity, ensuring positive user experiences, and supporting secure, reliable access to end-user technology, User Support & Service Desk

• Serve as the first point of contact forend-userissues via ticketing systems, phone, chat, andwalk-upsupport.
• Resolve common incidents related to hardware, software, peripherals, passwords, and basic connectivity.
• Accurately document incidents, requests, and resolutions in the ITSM system.
• Escalate unresolved or complex issues to Level 2 or specialized support teams following defined procedures.

Device & Application Support

• Assistwith setup, deployment, and basic troubleshooting of desktops, laptops, monitors, printers, and mobile devices.
• Install and support standard enterprise applications using documented processes.
• Perform basic operating system tasks such as account setup, profile configuration, and updates.

Onboarding & Offboarding Support

• Prepare equipment andassistwith device setup for new hires.
• Support offboarding activities by collecting devices and following access removal checklists.
• Coordinate tasks with HR and IT teams to ensure smooth employee transitions.

End-User Computing (EUC) & Remote Support

• Assistusers with basic remote access, VPN, and virtual desktop connectivity issues.
• Follow documented procedures for VDI or DaaS environments.

Security & Compliance

• Follow endpoint security policies, data handling standards, and access control procedures.
• Report suspected security issues or policy violations promptly.
• Maintainaccurateasset and access records.

Do you have experience in Ticketing system technical support?, Do you have a Associate’s degree?, * Basic understanding of Windows operating systems and common enterprise applications.

• Familiarity with ticketing systems and service desk workflows.
• Strong customer service skills and a willingness to learn.
• Must be able toparticipatein and on-call rotation to provide after-hours support

Education and Experience Requirements

• Associate’s degree in Information Technologyor equivalent experience.
• Prior help desk or customer support experience.
• Entry-levelIT certifications (e.g., CompTIA A+).

Physical Factors/Environment:

Must be able to sit for long periods of time.

Must be able to lift objects 25-30 pounds or less.

Must be able to work odd/off-shift hours, including very late at night and/or weekends to meet company and project needs.

Must be able to work more than 40 hours per work week.