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