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Level 1 Help Desk Support Technician
3 months ago
**Full Time position/ 50K**
Position Overview:
The ideal candidate will have a strong understanding of Microsoft technologies and products (like Windows, Office 365, Active Directory, LAN/WAN), with the ability to apply this knowledge to solve technical challenges. This position requires an individual who is customer-service oriented and can effectively troubleshoot problems and provide timely solutions. Candidate must be comfortable working on-site Monday through Friday and collaborating with remote Tier 2 & 3 Support Teams for additional support.
Experience with Windows, Office 365, Active Directory, DNS, DHCP, TCP/IP, LAN is a must
Key Responsibilities:
- Serve as the first point of contact for end users seeking technical assistance over the phone or in person.
- Perform troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by the end user.
- Walk the customer through the problem-solving process, providing clear instructions.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Conduct regular system maintenance and updates to ensure optimal performance.
- Offer technical guidance and support to end users and staff.
- Develop and maintain documentation for system configurations, processes, and procedures.
- Participate in knowledge sharing and training sessions to enhance team capabilities.
- Work closely with Tier 2 & Tier 3 support teams to address complex issues and implement solutions.
Qualifications:
- Windows, Office 365, Active Directory, DNS, DHCP, TCP/IP, LAN
- Proven experience as a help desk technician or other customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and cool-tempered.
- BSc/BA in IT, Computer Science or relevant field is a plus.
Work Environment:
This position requires the candidate to be available for on-site work during standard business hours, with the flexibility to address urgent issues as needed.
