Level 1 IT helpdesk technician

Job Description

Job Title - Level 1 IT Helpdesk Technician

Experience - 1 - 3 years

Skills - Windows OS, Microsoft Office Suite, ServiceNow, BMC Remedy, Technical Support, Help Desk Support, Basic Networking

Location - Sioux Falls, South Dakota

Job Description

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• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
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• Diagnose and troubleshoot software, hardware, printer, and basic network-related issues.
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• Provide technical support for Windows OS, Microsoft Office Suite, and common desktop applications.
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• Guide users through step-by-step solutions and resolve issues in a timely manner.
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• Escalate unresolved incidents to higher-level support teams when required.
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• Accurately document incidents, troubleshooting steps, and resolutions in ServiceNow or BMC Remedy.
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• Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
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• Maintain service records and technical documentation.
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• Ensure adherence to Service Level Agreements (SLAs) and organizational standards.
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• Collaborate with internal IT teams to resolve complex technical issues.
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• Deliver professional and customer-focused support while maintaining high service quality.
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• Stay updated on support tools, systems, and troubleshooting best practices.
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Minimum Knowledge, Skills, and Abilities Required

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• 1–3 years of experience in a Help Desk, Service Desk, or Technical Support role.
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• Strong troubleshooting skills related to Windows operating systems and Microsoft Office applications.
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• Experience working with ticketing tools such as ServiceNow and/or BMC Remedy.
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• Basic understanding of networking concepts, including TCP/IP, VPN, and connectivity issues.
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• Excellent verbal and written communication skills.
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• Strong customer service and problem-solving abilities.
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• Ability to manage multiple support requests in a fast-paced environment.
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Position Details

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• Employment Type: Full-time
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• Work Arrangement: Onsite (Work from Office)
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• Location: Sioux Falls, South Dakota
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