Job Description: We are seeking a highly motivated Help Desk Level 1 Support technician to join our IT support team. This entry-level position is responsible for providing first-line technical support to internal users and resolving a wide range of IT-related issues. The ideal candidate will have a basic understanding of computer systems, strong communication skills, and a desire to help users solve technical problems. Key Responsibilities Provide First-Line Support : Serve as the initial point of contact for end users experiencing technical issues. Respond to support requests via phone, email, or ticketing system. Troubleshoot Issues : Diagnose and resolve common hardware, software, and network problems, such as system crashes, slow performance, login issues, and basic software errors. User Account Management : Assist with the creation, modification, and deletion of user accounts in accordance with company policies. Password Resets & Access Control : Help users with password resets, account lockouts, and access permissions for various systems and applications. Hardware Support : Provide basic support for hardware troubleshooting and assist with setting up new workstations, printers, and other devices. Software Installation & Updates : Install and configure software applications, perform system updates, and ensure systems are running the latest security patches. Ticket Management : Log, prioritize, and track all issues in the service desk ticketing system, ensuring timely resolution and escalations to higher-level support teams when necessary. Customer Service : Deliver exceptional customer service by maintaining a helpful, patient, and professional attitude when interacting with users. Documentation : Maintain clear and accurate documentation of issues, solutions, and processes for future reference. Qualifications Education : High school diploma or equivalent (Associate's degree or IT certifications such as CompTIA A+ is a plus). Experience : 1+ year of experience in IT support, customer service, or a help desk role is preferred but not required. Basic knowledge of computer hardware, software, and network troubleshooting. Familiarity with operating systems (Windows, macOS, etc.) and common office applications (Microsoft Office Suite, etc.). Strong problem-solving skills and ability to learn quickly. Excellent communication skills, both verbal and written. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Prequel Solutions
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