Job Description

The Help Desk Technician – Level 1 provides technical support and troubleshooting for end users. This position works directly with users to provide remote support, resolving basic IT issues, and escalating more complex problems to higher-level support. The ideal candidate has a customer-first mindset, strong communication skills, and a foundational understanding of common IT systems.

Description

Help Desk Technician – Level 1

Position Summary: The Help Desk Technician – Level 1 provides technical support and troubleshooting for end users. This position works directly with users to provide remote support, resolving basic IT issues, and escalating more complex problems to higher-level support. The ideal candidate has a customer-first mindset, strong communication skills, and a foundational understanding of common IT systems.
Key Responsibilities:

• Provide technical support for basic hardware, software, and networking issues.
• Troubleshoot and resolve issues related to Microsoft 365, Windows, macOS, and common business applications.
• Support client onboarding/offboarding of end user accounts.
• Document all client interactions and work performed in the PSA/ticketing system.
• Monitor and manage ticket queues to ensure timely resolution and client communication.
• Document issues, resolutions, and processes in the knowledge base.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Experience: Minimum of 2 years of experience in IT support or a related technical role.
• Skills:
  • Understanding of Microsoft 365 Suite.
  • Knowledge with Identity Management (Microsoft Entra ID, Okta, JumpCloud).
  • Familiarity with Mobile Device Management (Intune, JAMF)
  • Ability to work independently and in a team-oriented environment.
  • Experience with PSA and RMM platforms.

Preferred Qualifications:

• IT certifications (e.g., CompTIA Network+ and A+, Microsoft and Azure Fundamentals).
• Experience with remote support tools and systems.

Key Performance Indicators for Role:

• First Call Resolution (FCR) Rate

o Percentage of issues resolved during the first interaction without escalation.

• Tickets Closed per Day

o Number of tickets successfully managed and closed daily.

• Escalation Rate

o Percentage of tickets escalated to higher levels of support.

• Weekly Utilization Rates

o Measure hours worked against all billable and nonbillable tickets
Equal Opportunity Employer Statement: Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary

$23 - $25 per hour

Job Tags

Hourly pay, Work experience placement, Local area, Remote job,

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