L1 Helpdesk Technician (SA)
Core
Provide technical assistance and support via phone, email, or chat to end-users experiencing hardware, software, or network issues to minimize downtime and optimize productivity.
Role type
L1 Helpdesk Technician (Service Desk)
Builds
IT support services for internal and external customers
Domain
IT Support / Managed Services Provider (MSP)
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network issue diagnosis, PSA system documentation, Windows OS support, macOS support, Microsoft Office support, basic printing support, internet support, email support, Windows server support, on-site support coordination, hardware procurement setup
Preferred skills
Microsoft 365 Fundamentals certification, Access 4 VoIP certification, Azure certification, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS), MSP or Service Desk experience, customer-facing role experience
Technologies
Windows OS, macOS, Microsoft Office, Windows Server, Active Directory, Exchange, DNS, IIS, Microsoft 365, Azure, VoIP
Responsibilities
Provide telephone and ticketing support to internal and external customers, investigate and diagnose basic technical problems, document customer interactions in PSA system, collaborate with engineering teams, review and update knowledge base, support clients within SLA metrics, work with third-party vendors, administer systems including computers and servers, assist with workstation/laptop deployments, provide on-site IT support for client onboarding
Seniority
Entry-level, hands-on IC