Job Description

Job Description

We are seeking a customer-centric and technically proficient Level I Help Desk Technician to join our growing team. As the first point of contact for our customers, you’ll play a crucial role in providing exceptional technical support and ensuring smooth operations.

Why Join Our Team?

• Growth Opportunities : We invest in your professional development.
• Positive Work Environment : Supportive colleagues and a collaborative culture.
• Impact : Make a difference by helping users overcome technical challenges.
• Above-Average Compensation : Performance incentives, competitive salary and benefits package.

Responsibilities

• Professional Customer Support : Answer incoming calls, emails, and manage ticket queries from end-users with technical issues.
• Ticket Management : Prioritize and manage help desk tickets efficiently.
• Troubleshoot : Diagnose and resolve basic technical problems related to hardware, software, and network connectivity.
• Documentation : Maintain accurate records of incidents, resolutions, and user interactions in the service desk ticketing system.
• Escalation : Properly escalate unresolved queries to the next level of support.
• Collaboration and Knowledge Sharing : Work with team to determine best solutions for customers and turn knowledge into helpful articles to assist both customers and the team.
• Operational Documentation : Develop and update operational processes and procedure documentation.

Qualifications:

• Technical Aptitude : Strong familiarity with Windows operating systems, troubleshooting czar, good hardware, and software understanding. Good working knowledge of networking, firewalls, switches, routers, M365 environment, Active Directory, and Azure/Entra.
• Customer Service Skills : Excellent communication and problem-solving abilities.
• Adaptability : Willingness to learn and adapt to new technologies.
• Team Player : Collaborate effectively with colleagues and other support tiers.
• Certifications : Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
• Employment Eligibility : Must be legally authorized to work in the U.S.

If you’re passionate about technology, have a love for customer service, enjoy assisting others, and thrive in a dynamic environment, we’d love to hear from you! Apply today and be part of our amazing team!