Level 1 Helpdesk Technician
Core
First-line technical support specialist handling customer inquiries via phone and email, performing remote troubleshooting, and escalating unresolved issues.
Role type
Level 1 Helpdesk Technician
Builds
Customer support resolution and internal documentation for an MSP
Domain
IT Managed Services Provider (MSP) (via careerplan.io/jobs/59-00E-A0-26B-39-407-level-1-helpdesk-technician-at-leadingit)
Deliverable
client delivery
Required skills
remote troubleshooting, basic technical diagnostics, customer service, documentation, process adherence, multitasking
Preferred skills
problem-solving, eagerness to learn, positive attitude
Technologies
computer systems, mobile devices, softphones
Responsibilities
Serve as first point of contact for technical assistance, perform remote troubleshooting, walk customers through problem-solving, direct unresolved issues to next level, record notes and maintain documentation, handle weekend on-call rotation
Seniority
Entry-level to Junior, hands-on IC