Level 1 IT Help Desk Technician

Job Description

Job Description

Level 1 Help Desk Technician

Location: Boynton Beach, FL
Employment Type: Full-Time
Reports To: Director of Information Technology

Position Overview

We are seeking a motivated and customer-focused Level 1 Help Desk Technician to join our growing IT team. The ideal candidate will provide first-line technical support for end users, assist with onboarding and offboarding, account administration, hardware deployments, mobile device management, and troubleshooting of desktop, network, cloud, and telecommunications systems.

This role is ideal for someone with strong communication skills, hands-on IT experience, and a desire to grow within the IT field.

Key ResponsibilitiesEnd User Support

• Provide Level 1 technical support for desktops, laptops, printers, scanners, mobile devices, and business applications.
• Respond to support requests through ticketing systems, email, phone, and in-person support.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Install, configure, and maintain workstations and peripherals.
• Escalate complex issues to senior IT staff when necessary.

Employee Onboarding & Offboarding

• Create and disable user accounts.
• Configure new employee workstations, laptops, mobile devices, and email accounts.
• Manage employee terminations and ensure proper access removal.
• Maintain access control and user permissions according to company security policies.

Google Workspace Administration

• Create and manage Google Workspace accounts.
• Configure Gmail, Groups, Shared Drives, aliases, and distribution lists.
• Troubleshoot Google Workspace authentication and access issues.
• Support Google Meet and other Workspace applications.

Mobile Device Management (Intune)

• Enroll and manage company mobile devices using Microsoft Intune.
• Configure security policies and compliance settings.
• Assist users with iPhone and Android device setup.
• Troubleshoot mobile email, application, and device management issues.
• Support remote device wipe and security controls when required.

Email, Printers & Scanning

• Configure and troubleshoot SMTP settings.
• Support multifunction printers and scan-to-email functionality.
• Troubleshoot email delivery issues and mail flow problems.
• Install and maintain network printers.

Networking & Connectivity

• Troubleshoot wired and wireless network connectivity issues.
• Assist with Wi-Fi deployments and user connectivity troubleshooting.
• Understand and troubleshoot DNS, DHCP, VPN, and TCP/IP-related issues.
• Support VoIP phones and basic telecommunications systems.

Asset & Inventory Management

• Deploy, track, and maintain IT assets.
• Maintain accurate inventory records.
• Coordinate hardware replacements and upgrades.
• Assist with workstation imaging and deployment projects.

Documentation

• Document support procedures and resolutions.
• Maintain detailed ticket notes.
• Contribute to internal IT knowledge base documentation.

Required Qualifications

• 1-3 years of Help Desk, Desktop Support, or IT Support experience.
• Experience with employee onboarding and offboarding.
• Strong knowledge of Google Workspace administration.
• Experience managing user accounts, permissions, and access controls.
• Experience supporting printers, scanners, and scan-to-email configurations.
• Knowledge of SMTP and email troubleshooting.
• Experience supporting Windows 10/11 environments.
• Experience supporting Microsoft Intune and mobile device management.
• Basic understanding of networking concepts including DNS, DHCP, Wi-Fi, VPN, and TCP/IP.
• Excellent customer service and communication skills.
• Ability to lift and install computer equipment up to 50 lbs.
• Valid driver's license and reliable transportation.

Preferred Qualifications

• Experience supporting healthcare or multi-site environments.
• Familiarity with Microsoft 365 and Entra ID.
• Experience with Meraki wireless and networking equipment.
• Experience with ticketing systems and remote support tools.
• Knowledge of endpoint security solutions and MFA.
• CompTIA A+, Network+, Google Workspace Administrator, or similar certifications.

Desired Skills

• Strong troubleshooting and analytical abilities.
• Ability to prioritize and manage multiple tasks.
• Professional communication and customer service skills.
• Attention to detail and strong documentation habits.
• Self-motivated with a willingness to learn and grow.
• Ability to work independently while collaborating with a team.