IT Help Desk Level 1 Job at Zocalo Recruiting, Sumter, SC

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  • Zocalo Recruiting
  • Sumter, SC

Job Description

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

 

Job Tags

Remote job,

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