Level 1 Helpdesk Technician

Job Description

Job Description

Position Summary

We are seeking a motivated and customer-focused Level 1 Help Desk Technician to join our IT support team. In this role, you will serve as the first point of contact for end users experiencing technical issues, providing both remote and on-site support at client offices. You will troubleshoot hardware, software, and network problems while delivering a high standard of service in a fast-paced environment. A valid driver's license and reliable transportation are required for regular travel to client locations.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, and in person.
• Travel regularly to client offices to provide hands-on technical support and resolve on-site issues.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues for end users.
• Set up, configure, and deploy desktops, laptops, printers, and peripheral devices at client locations.
• Assist with the installation, configuration, and updates of operating systems and business applications.
• Create, modify, and disable user accounts and manage access permissions in Active Directory and Microsoft 365.
• Document all support activities, resolutions, and procedures accurately in the ticketing system.
• Escalate unresolved or complex issues to Level 2 or Level 3 support teams with thorough documentation.
• Provide basic network troubleshooting support, including connectivity and Wi-Fi issues.
• Maintain and track hardware inventory and assist with asset management at client sites.
• Educate end users on basic IT best practices and procedures.
• Ensure a professional and courteous experience for all clients and end users at every interaction.

Required Qualifications

• Minimum 1 year of experience in a help desk, IT support, or desktop support role.
• Solid working knowledge of Windows 10/11 operating systems; macOS familiarity is a plus.
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and Active Directory.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience troubleshooting hardware issues with desktops, laptops, and printers.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to manage and prioritize multiple support requests in a dynamic environment.
• Valid driver's license and reliable personal vehicle for travel to client office locations.
• Ability to lift and carry IT equipment (up to 50 lbs) as needed during on-site visits.
• Professional demeanor and strong commitment to customer service excellence.

Preferred Qualifications

• CompTIA A+ certification or equivalent (or currently working toward certification).
• CompTIA Network+ or Microsoft certifications (e.g., MD-100, MD-101) are a plus.
• Experience using an ITSM ticketing platform such as ServiceNow, Zendesk, Freshdesk, or ConnectWise.
• Familiarity with remote desktop tools such as TeamViewer, AnyDesk, or Dameware.
• Experience working in a Managed Service Provider (MSP) environment.
• Exposure to basic scripting or automation (PowerShell, batch files) for common IT tasks.

Work Environment & Travel

This position requires regular travel to client offices in the local area and surrounding region. Mileage reimbursement is provided in accordance with company policy. The role involves both office-based and field-based work, and schedules may occasionally require early morning, evening, or weekend availability to accommodate client needs and minimize disruption to business operations.

Compensation & Benefits

•       Competitive hourly or salary compensation commensurate with experience.

•       Mileage and travel expense reimbursement.

•       Health, dental, and vision insurance.

•       Paid time off (PTO) and company holidays.

•       Professional development support and certification reimbursement.

•       Opportunities for advancement to Level 2 and beyond.