Job Description:

We are seeking a highly motivated and customer-focused Level 1 Help Desk Technician to join our IT support team. As a Level 1 Help Desk Technician, you will be responsible for providing first-level technical assistance to end-users, ensuring the highest level of customer service and satisfaction. You will be the first point of contact for IT-related issues and will play a crucial role in resolving them efficiently.

Key Responsibilities:

Provide timely and effective technical support to end-users via phone, email, chat, or in person.

Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, printers, and mobile devices.

Escalate complex issues to Level 2 or Level 3 support teams as needed.

Install, configure, and maintain software applications and operating systems.

Assist with user account management and password resets.

Collaborate with team members to develop and improve knowledge base articles and documentation.

Track, document, and manage support requests using our ticketing system.

Participate in on-call rotation for after-hours support when necessary.

Qualifications:

High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Minimum 2 years of experience in a similar role.

Strong knowledge of Windows and/or macOS operating systems.

Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Familiarity with productivity software (Microsoft Office, G Suite).

Excellent communication and interpersonal skills.

Ability to prioritize and manage multiple tasks simultaneously.

Strong problem-solving skills and attention to detail.

Customer-focused with a commitment to providing exceptional service.