<p><strong>Job Summary:</strong></p><p>The Level 1 Help Desk Technician is the first point of contact for end-users seeking technical assistance. This role provides basic troubleshooting, resolves common IT issues, and escalates complex problems to higher-level support teams. The ideal candidate has strong communication skills, a customer-first mindset, and foundational technical knowledge.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ul><li>Respond to incoming calls, emails, and tickets from users regarding IT-related issues.  </li><li>Provide first-level support for hardware, software, and network problems.  </li><li>Troubleshoot and resolve common issues such as password resets, printer connectivity, and application errors.  </li><li>Document all support interactions in the ticketing system accurately and promptly.  </li><li>Escalate unresolved issues to Level 2 or Level 3 support teams following established protocols.  </li><li>Assist with onboarding new users, including account setup and basic training.  </li><li>Maintain knowledge of company systems, applications, and standard operating procedures.  </li></ul><p><br></p>

<p><strong>Required Skills & Qualifications:</strong></p><ul><li>High school diploma or equivalent; associate degree or IT certifications (CompTIA A+, ITIL) preferred.  </li><li>Basic understanding of Windows and/or macOS environments.  </li><li>Familiarity with common office applications (Microsoft 365, email clients).  </li><li>Strong problem-solving and communication skills.  </li><li>Ability to work in a fast-paced environment and manage multiple tasks.  </li><li>Customer service-oriented with a positive attitude.  </li></ul><p><br></p><p><strong>Preferred Qualifications:</strong></p><ul><li>Experience with ticketing systems (e.g., ServiceNow, Zendesk).  </li><li>Knowledge of basic networking concepts (IP addresses, Wi-Fi troubleshooting).  </li></ul><p><br></p>

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