Level 1 Helpdesk Technician

Job Description Job Title: Level 1 Helpdesk Technician Location: Upland, CA Department: Helpdesk Reports To: Helpdesk Manager Job Type: Full-Time About Us: Resource Computer Solutions is a leading Managed Service Provider dedicated to delivering exceptional IT solutions and support to small and medium-sized businesses. We pride ourselves on our commitment to customer satisfaction and our ability to optimize business efficiency through innovative technology solutions. Job Overview: As a Level 1 Helpdesk Technician, you will be the first point of contact for clients experiencing technical issues. Your role is crucial in ensuring the smooth operation of our clients' IT systems by providing prompt and efficient technical support. This position requires strong communication skills, technical knowledge, and the ability to work in a fast-paced environment. Key Responsibilities: Technical Support: Provide first-line support to clients via phone, email, and remote desktop tools. Issue Resolution: Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity. Ticket Management: Accurately document and manage service requests in the Autotask ticketing system, ensuring timely updates and resolution. Escalation: Identify and elevate complex issues to higher-level technicians or appropriate departments as needed. Client Communication: Maintain clear, professional communication with clients throughout the resolution process, ensuring they are informed of progress and any necessary actions. System Monitoring: Assist in monitoring client systems for potential issues, proactively addressing concerns before they impact business operations. Documentation: Create and maintain detailed documentation of technical procedures, client configurations, and troubleshooting steps. User Training: Provide basic end-user training on common software applications, systems, and best practices for IT security. Team Collaboration: Work closely with other members of the IT team to share knowledge and assist in resolving more complex technical issues. Qualifications: Education: Associate degree in Information Technology, Computer Science, or a related field preferred. Experience: 1+ years of experience in a helpdesk or technical support role, preferably in an MSP environment. Technical Skills: Basic understanding of Windows and Mac OS environments. Knowledge of network fundamentals, including TCP/IP, DNS, and DHCP. Familiarity with remote desktop tools and ticketing systems. Experience with Microsoft 365, Active Directory, and common software applications. Soft Skills: Strong problem-solving abilities with a customer-centric approach. Excellent verbal and written communication skills. Ability to multitask and manage time effectively. Strong attention to detail and a commitment to delivering quality service. Certifications: CompTIA A+, Network+, or similar certifications are a plus. Work Environment: Office Hours: Monday to Friday, 8am - 5pm. On-Call: Occasional on-call rotation for after-hours support may be required. Benefits: Competitive salary Health, dental, and vision insurance Paid time off and holidays Professional development and certification opportunities Retirement plan with company match #J-18808-Ljbffr 6AM City, LLC