IT Helpdesk Technician

Job Description

Job Description

Job Title: Level 1 IT Support Technician

Department: Information Technology
Reports To: IT Operations Manager

Position Summary

Under the general supervision of the IT Operations Manager, the Level 1 IT Support Technician provides first-level technical support for the company’s end users, devices, and core technology systems. This position is responsible for responding to support requests, troubleshooting hardware and software issues, setting up and maintaining user devices, documenting resolutions, and escalating more complex problems when needed.

This role is a front-line position within the IT department and is critical to delivering reliable, professional, and timely support to associates across the organization.

Key Responsibilities

End User Support

• Provide first-level technical support for issues related to computers, software, printers, mobile devices, and other company technology.
• Respond to support requests submitted through approved IT support channels.
• Troubleshoot and resolve basic technical issues in a timely, professional, and customer-focused manner.
• Follow up with users to ensure issues have been fully resolved.
• Escalate advanced or unresolved issues to the appropriate IT team members.

Device Setup, Maintenance, and Troubleshooting

• Install, configure, maintain, and repair computer hardware, software, and peripheral devices.
• Perform routine troubleshooting for workstation, email, login, printing, and connectivity issues.
• Run diagnostic tools and apply standard corrective actions to resolve technical problems.
• Assist with new user setup, device deployments, upgrades, replacements, and moves.
• Support basic troubleshooting of Local Area Network (LAN), Wide Area Network (WAN), and related connectivity issues.

Documentation and Process Support

• Document support activity, troubleshooting steps, and issue resolutions in the company’s ticketing system.
• Assist in developing and maintaining IT documentation, support procedures, and knowledge base content.
• Help reinforce IT standards, support processes, and best practices across the organization.

Security and Asset Support

• Assist with endpoint protection, software updates, patching, and other routine system maintenance tasks.
• Support established IT security procedures related to device handling, user access, and issue reporting.
• Assist with tracking and maintaining IT hardware inventory and related records.

Team Collaboration

• Work closely with the IT team to support daily operations and provide consistent service to the business.
• Assist with IT projects, technology rollouts, and other department initiatives as assigned.
• Maintain a professional, service-oriented approach when supporting associates at all levels of the organization.

Qualifications

• Associate’s degree in Information Technology or a related field preferred; equivalent experience may be considered.
• Prior help desk, desktop support, or technical support experience preferred.
• Basic knowledge of computer hardware, software, printers, and mobile devices.
• Familiarity with Microsoft 365 applications and Windows operating systems.
• Basic understanding of networking concepts preferred.
• CompTIA A+ certification is a plus.

Competencies

• Strong customer service mindset and a professional approach to user support.
• Effective written and verbal communication skills.
• Strong troubleshooting and problem-solving ability.
• Ability to work independently on routine issues and escalate when appropriate.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Dependable, team-oriented, and committed to delivering high-quality support.
• Demonstrates professionalism, integrity, and sound judgment.

Working Conditions / Physical Requirements

• Ability to lift, carry, and move standard IT equipment such as laptops, monitors, printers, and desktop devices.
• Ability to work onsite during normal business hours.
• Ability to travel occasionally to other office or jobsite locations, if needed.
• Occasional after-hours or off-hours support may be required based on business needs.