Help Desk Support and Level 1 Technician

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.
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.

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.

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!