Helpdesk Support (level 1)

Job Description

Job Description

POSITION SUMMARY

The Helpdesk Technician (level 1 support) is responsible for installing, maintaining, troubleshooting, and supporting desktop/laptop hardware, software, peripherals, printers, and mobile devices within a corporate environment. This role provides first-line technical support to end users while ensuring accurate asset tracking, system imaging, software deployment, and adherence to company IT standards and procedures.

KEY RESPONSIBILITIES

• Install, configure, repair, and perform preventative maintenance on desktop and laptop systems, printers, and related peripherals
• Provide first-line technical support for hardware, software, printer, and network connectivity issues
• Troubleshoot desktop, laptop, software, and hardware failures and identify network-related issues affecting end users
• Install software applications, operating system patches, upgrades, and security updates
• Configure and support corporate cellular phones according to company standards
• Perform imaging and deployment of desktops and laptops in standardized environments
• Maintain accurate physical and logical inventory tracking of all supported PC assets
• Manage printer-related supplies and coordinate maintenance needs
• Assist end users in determining appropriate software solutions to meet business needs
• Collaborate with Network Administrators and IT Analysts to resolve escalated network issues
• Coordinate with third-party vendors for hardware repair and replacement services
• Document support activities, asset management updates, and troubleshooting resolutions
• Support continuous improvement initiatives and perform additional duties as assigned

QUALIFICATIONS

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field preferred
• Experience supporting desktop systems, laptops, peripherals, and end-user technologies preferred

Experience Levels

• Level I: Minimum 2 years of related IT support experience

TECHNICAL SKILLS

• Strong knowledge of PC hardware and software architecture
• Experience supporting:
• Windows 10 and Windows 11
• Mac OS
• Android and iOS devices
• Working knowledge of Active Directory
• Experience with desktop imaging and deployment processes
• Understanding of help desk procedures and ticketing systems
• Strong troubleshooting and problem-solving abilities
• Familiarity with networking fundamentals and connectivity troubleshooting

PROFESSIONAL SKILLS

• Strong written and verbal communication skills
• Ability to read and interpret technical manuals, procedures, and documentation
• Strong organizational and time management skills
• Ability to prioritize tasks and work independently in fast-paced environments
• Strong analytical and critical-thinking abilities
• Ability to train and mentor junior team members (Senior Level)
• Demonstrated initiative and sound judgment in resolving technical issues

PREFERRED CERTIFICATIONS

• Microsoft Certified Systems Engineer (MCSE) or equivalent certification preferred

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.