Level 1 IT helpdesk technician
Coforge
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
- Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
- Diagnose and troubleshoot software, hardware, printer, and basic network-related issues.
- Provide technical support for Windows OS, Microsoft Office Suite, and common desktop applications.
- Guide users through step-by-step solutions and resolve issues in a timely manner.
- Escalate unresolved incidents to higher-level support teams when required.
- Accurately document incidents, troubleshooting steps, and resolutions in ServiceNow or BMC Remedy.
- Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
- Maintain service records and technical documentation.
- Ensure adherence to Service Level Agreements (SLAs) and organizational standards.
- Collaborate with internal IT teams to resolve complex technical issues.
- Deliver professional and customer-focused support while maintaining high service quality.
- Stay updated on support tools, systems, and troubleshooting best practices.
Minimum Knowledge, Skills, and Abilities Required
- 1–3 years of experience in a Help Desk, Service Desk, or Technical Support role.
- Strong troubleshooting skills related to Windows operating systems and Microsoft Office applications.
- Experience working with ticketing tools such as ServiceNow and/or BMC Remedy.
- Basic understanding of networking concepts, including TCP/IP, VPN, and connectivity issues.
- Excellent verbal and written communication skills.
- Strong customer service and problem-solving abilities.
- Ability to manage multiple support requests in a fast-paced environment.
Position Details
- Employment Type: Full-time
- Work Arrangement: Onsite (Work from Office)
- Location: Sioux Falls, South Dakota
Vacancy posted 3 hours ago
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