Helpdesk Technician Level 1

Job Title:             Helpdesk Technician Level 1

Department:     Managed Services

Reports to:         Helpdesk Manager

FLSA Status:       Non Exempt

Position Overview:

As a Tier 1 Helpdesk Support professional, your primary responsibility is to provide technical assistance and support to end-users experiencing software, hardware, or network-related issues. You will serve as the first point of contact for users seeking technical assistance and will help diagnose and resolve their problems or escalate them to the appropriate support teams. Your role requires excellent communication skills, a strong customer service orientation, and the ability to troubleshoot and resolve common technical issues.

Key Responsibilities:

·       First-Level Support: Act as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.

·       Issue Identification and Troubleshooting: Identify and diagnose software, hardware, or network-related problems reported by users through effective questioning and problem-solving techniques.

·       Problem Resolution: Provide step-by-step instructions or perform remote troubleshooting to help users resolve their technical issues. This may involve assisting with software installations, configurations, password resets, or troubleshooting network connectivity problems.

·       Escalation and Collaboration: Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams while maintaining ownership of the incident and keeping users informed about the progress. Collaborate with other IT teams to facilitate prompt issue resolution.

·       Documentation and Knowledge Base: Maintain accurate and detailed records of all interactions, including issue description, troubleshooting steps taken, and solutions provided. Contribute to the creation and maintenance of the knowledge base by documenting common issues and their resolutions.

·       Customer Service: Provide excellent customer service by ensuring timely and professional responses to user inquiries and maintaining a positive and helpful demeanor.

·       Incident Management: Adhere to established incident management processes, including proper ticket handling, prioritization, and resolution within defined service level agreements (SLAs).

·       Training and Self-Development: Stay up-to-date with relevant technologies, tools, and industry trends. Actively participate in training programs and self-study to enhance technical knowledge and skills.

Qualifications and Skills:

·       High school diploma or equivalent required; additional technical certifications or degrees are a plus.

·       Proven experience in a customer service or technical support role, preferably in a helpdesk or service desk environment.

·       Strong knowledge of commonly used software applications, operating systems, and hardware components.

·       Familiarity with ticketing systems and remote support tools.

·       Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

·       Strong problem-solving and troubleshooting abilities with a logical and systematic approach.

·       Ability to work independently and collaborate effectively within a team.

·       Exceptional customer service skills with a customer-centric mindset.

·       Ability to multitask and handle a high volume of support requests while maintaining attention to detail.

·       Flexibility to work in shifts or provide on-call support, if required.

·        Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Communication and Reasoning Skills

·       Clear and concise communication: Helpdesk support personnel must have excellent verbal and written communication skills. They should be able to convey technical information in a clear and understandable manner to users who may not have a technical background. Using simple language, avoiding jargon, and adapting communication style to the user's level of understanding are important aspects of effective communication.

·       Active listening: Being an active listener is vital for understanding users' issues and needs. Helpdesk support staff should patiently listen to users, ask relevant questions to gather necessary information, and demonstrate empathy to build rapport. Active listening helps in accurate issue diagnosis and ensures users feel heard and valued.

·       Patience and diplomacy: Dealing with frustrated or irate users can be challenging. Helpdesk support professionals need to remain calm, patient, and diplomatic in all interactions. They should handle difficult situations tactfully, show empathy towards users' frustrations, and maintain a professional and courteous demeanor.

·       Problem-solving and reasoning: Strong reasoning and problem-solving skills are essential for Tier 1 support. Helpdesk personnel should be able to analyze issues, break them down into manageable components, and systematically troubleshoot problems. They need to use logical reasoning to identify potential causes, evaluate possible solutions, and apply appropriate troubleshooting steps to resolve issues effectively.

·       Adaptability and flexibility: Helpdesk support often involves dealing with diverse technical issues and working with users from different backgrounds. Being adaptable and flexible in responding to changing situations, technology updates, and varying user needs is crucial. Helpdesk staff should be open to learning new technologies and approaches to enhance their problem-solving capabilities.

·       Time management and prioritization: Helpdesk professionals often handle multiple support requests simultaneously. They should possess effective time management skills to prioritize tasks, handle urgent issues promptly, and manage workload efficiently. They should also know when to escalate issues to higher-level support teams or seek assistance to avoid delays in resolution.

·       Customer service orientation: Tier 1 helpdesk is customer-facing, and a strong customer service orientation is essential. Helpdesk staff should be friendly, approachable, and focused on delivering exceptional customer experiences. They should understand the importance of customer satisfaction and strive to exceed user expectations through prompt and effective support.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse. The employee is frequently required to talk, hear, bend and twist neck.  The employee may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. The employee is required to have a valid driver’s license and be capable of driving long distances.  Employee may be required to use their personal vehicle for business purposes.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will spend most of their time in a typical office environment. The noise level in the work environment is usually moderate, but can occasionally be loud. The employee will be exposed to other work environments as needed based on project work at client sites. On occasion, the employee may be required to travel outside the typical i-Tech service area.