Tier 1 Helpdesk Technician

2 weeks ago

Winchester, United States Cardinal Technology Solutions, Inc. Full time

Job Title: Tier 1 Helpdesk Technician


Job Overview:


As a Tier 1 Helpdesk Technician, you will play a crucial role in providing technical support to end-users within our organization. You will be the first point of contact for troubleshooting and resolving IT-related issues, ranging from hardware and software problems to network and connectivity issues. Your primary objective will be to ensure that our customers receive timely and effective assistance to maintain operational efficiency.


Responsibilities:


First-Line Support: Act as the initial point of contact for all IT-related inquiries and technical issues via phone, email, or ticketing system.


Issue Resolution: Diagnose and troubleshoot hardware, software, and network problems, providing solutions or escalating issues to higher-tier support teams when necessary.


Documentation: Maintain accurate records of all support requests and resolutions, including documenting troubleshooting steps and solutions for future reference.


User Assistance: Provide step-by-step guidance and assistance to end-users on the use of various software applications, systems, and peripherals.


Software Installation and Configuration: Assist with the installation, configuration, and troubleshooting of standard software applications and operating systems.


Hardware Support: Assist with the setup, installation, and maintenance of desktops, laptops, printers, and other hardware peripherals.


User Account Management: Manage user accounts, passwords, and access permissions in accordance with established security policies and procedures.


Training and Education: Conduct training sessions or create documentation to educate end-users on IT best practices, policies, and procedures.


Escalation Management: Escalate unresolved issues to Tier 2 or Tier 3 support teams while ensuring proper documentation and follow-up with end-users.


Proactive Maintenance: Perform routine maintenance tasks, such as software updates, system patches, and antivirus scans, to ensure optimal system performance and security.


Qualifications:


Technical Skills: Proficiency in troubleshooting Windows and/or Mac operating systems, Microsoft Office Suite, hardware peripherals, and basic network connectivity issues.


Customer Service: Strong customer service and interpersonal skills with the ability to communicate technical information effectively to non-technical users.


Problem-Solving: Excellent problem-solving and analytical skills with the ability to quickly identify and resolve technical issues.


Time Management: Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail.


Team Player: Ability to collaborate effectively with other IT team members and departments to deliver timely and efficient support services.


Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent certifications are preferred but not required.


Education and Experience:


High school diploma or equivalent required; Bachelor’s degree in Computer Science or related field preferred.

Previous experience in a helpdesk or technical support role is advantageous.

Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices is a plus.

Work Environment:


Fast-paced office environment with the potential for occasional after-hours or weekend work to address critical issues or system upgrades.

Opportunity for career growth and advancement within the IT department based on performance and expertise.


Conclusion:


As a Tier 1 Helpdesk Technician, you will serve as the frontline support for our organization's IT infrastructure, ensuring that our customers have the technical assistance they need to perform their roles effectively. Your dedication to providing exceptional customer service and resolving technical issues in a timely manner will contribute to the overall success of our IT support operations.

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