Role

Reporting to the IT Manager, the Help Desk Technician Level 1 provides first-tier support for the company's IT systems. This role involves responding to technical support requests from end-users, troubleshooting issues, and resolving them efficiently or escalating to higher-level support when necessary. The Help Desk Technician Level 1 is responsible for maintaining proper documentation of all support requests and ensuring a high level of customer service.

Responsibilities

• Provide first-line support via phone, email, and in-person for IT-related queries.
• Troubleshoot hardware and software issues, including operating system, applications, and network problems.
• Record all support requests in the Help Desk ticketing system and ensure timely updates on progress.
• Assist users with password resets, account creation, and basic IT support services.
• Configure and set up IT equipment, including desktops, laptops, and peripherals.
• Follow up with users to ensure issues are resolved to their satisfaction.
• Maintain knowledge base documentation for frequently asked questions and issues.
• Participate in training sessions to improve technical skills and customer service.

Requirements

Qualifications

• High school diploma or equivalent required; Associate's degree in IT or related field preferred.
• Previous experience in a technical support role or help desk environment is a plus.
• Certifications like CompTIA A+ or Microsoft Fundamentals are considered a strong asset.
• Basic understanding of computer hardware, software applications, and operating systems (Windows 11).
• Familiarity with common business software (Microsoft 365, Adobe, etc.)
• Strong communication skills and a customer-oriented approach.
• Ability to troubleshoot basic technical issues and provide effective solutions.
• Good organizational skills and attention to detail.
• Willingness to learn and adapt in a fast-paced environment.
• Ability to work well in a team and contribute to team goals.

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Paid Time Off Benefits
• Weekly Pay Periods
• Employee Assistance Program – Counseling
• DPSP matching program that offers increased matching contributions based on your years of service with the company.