? Occasional weekend On-Call availability required, paid as overtime.
We are looking for a Level 1 Help Desk Technician to provide first-line technical support, troubleshoot common IT issues, and deliver a responsive and customer-focused support experience.
Requirements
- At least 1 year of experience in Technical Support, Help Desk, Service Desk, or a similar role.
- High school diploma, technical/technologist degree, or technology-related education.
- B2+ English proficiency.
- Basic knowledge of hardware, software, and connectivity troubleshooting.
- Experience installing and configuring software and computer equipment.
- Knowledge of user accounts, passwords, access, and user management.
- Basic knowledge of networks and connectivity troubleshooting.
- Experience with or knowledge of ticket management systems.
- Strong communication, customer service, and problem-solving skills.
- Availability for the established schedule and occasional On-Call support.
Responsibilities:
- Provide Level 1 technical support through phone, email, and established support channels.
- Diagnose and resolve basic hardware, software, application, and connectivity issues.
- Install and configure software and computer equipment.
- Manage user accounts, passwords, and access.
- Log, update, and document incidents and resolutions.
- Gather and analyze information about reported issues and determine the appropriate resolution or escalation path.