Summary
The IT Help Desk Support Level 1 role provides the first point of contact for employees seeking technical assistance. This position is responsible for troubleshooting basic IT issues, documenting incidents, and escalating more complex problems to higher-level support as needed.
Key Responsibilities
Technical Support:
Respond to user inquiries via phone, email, or chat and provide assistance with basic hardware, software, and network issues.
Issue Resolution:
Diagnose and resolve common problems such as password resets, software installations, connectivity, and printer issues.
Ticket Management:
Log, track, and update all support requests in the help desk ticketing system to ensure accurate documentation.
Escalation:
Identify issues requiring advanced technical knowledge and escalate them appropriately to senior support staff.
User Communication:
Communicate technical information clearly and professionally to users with varying levels of technical expertise.
Documentation:
Maintain clear and concise records of user issues and solutions for future reference.
Requirements
Education:
High school diploma or equivalent. IT certifications (such as CompTIA A+) are a plus.
Experience:
Previous experience in a customer service or technical support role preferred.
Skills:
Familiarity with Windows and/or Mac OS, Microsoft Office, and basic networking concepts
Strong communication and problem-solving abilities
Ability to work calmly and efficiently in a fast-paced environment
Preferred Qualifications
Experience using help desk ticketing systems (e.g., ServiceNow, Zendesk)
Basic knowledge of Active Directory, VPNs, or remote desktop tools
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