Help Desk Technician
Core
Provide Level 1 technical support via phone, email, chat, or in person to troubleshoot hardware, software, and networking issues for users.
Role type
Help Desk Technician (Level 1 Support)
Builds
IT support services for end-users
Domain
IT Services / Help Desk
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, network troubleshooting, password management, account management, ticketing systems, Microsoft 365, Active Directory, Windows 10/11, customer service, logical problem-solving
Preferred skills
CompTIA A+, CompTIA Network+, Associate degree in IT/CS, experience with Microsoft 365/Active Directory/Windows 10/11, previous customer service or technical support experience
Technologies
Active Directory, Microsoft 365, Windows 10/11, Office 365, Hardware, Mobile devices, Network equipment
Responsibilities
Provide Level 1 technical support by phone, email, chat, or in person; Troubleshoot common issues with computers, laptops, monitors, printers, mobile devices, and peripherals; Assist users with Windows, Microsoft 365, email, and other business applications; Create, update, and close help desk tickets, maintaining accurate documentation; Handle password resets, account unlocks, and basic user-access requests; Perform basic network troubleshooting, including connectivity and Wi-Fi issues; Install, configure, and update software and computer equipment; Set up workstations and equipment for new and existing employees; Escalate unresolved or complex technical issues to Level 2 or Level 3 support; Contribute to IT documentation, knowledge-base articles, and troubleshooting guides
