Help Desk / First Line Support
Core
First-line technical support technician serving as the primary point of contact for users with hardware, software, and basic network issues.
Role type
Help Desk / First Line Support Technician
Builds
IT support services for end-users
Domain
IT Support / Help Desk
Deliverable
client delivery
Required skills
troubleshooting, problem-solving, analytical thinking, hardware installation and configuration, software support, network basics (TCP/IP, Wi-Fi, VPN, DNS, DHCP), ticketing system usage, end-user training delivery, inventory management
Preferred skills
CompTIA A+ or Network+ certification, Active Directory administration, Microsoft 365 administration, remote support tools, high school diploma or equivalent, associate degree in IT
Technologies
Active Directory, Microsoft 365, Office 365, Windows, TCP/IP, VPN
Responsibilities
Diagnose and resolve issues affecting desktops, laptops, printers, and peripherals; escalate complex problems to higher-level teams; record support requests and resolutions in ticketing systems; install, configure, and maintain hardware and software; assist with system testing and user acceptance testing; develop and deliver end-user training materials; manage IT equipment inventory; perform routine system updates and maintenance.
Seniority
Entry-level to Junior