IT Helpdesk Level 1 Support

Job Description

IT Helpdesk Level 1 Support

Department: IT

Compensation: $18/hr starting ($19 after successful 90 day probation period)

Level: Associate

Duties:

- React and troubleshoot incidents with PC, Mac, iOS, Android devices

- Maintain/troubleshoot onsite network equipment

- Maintain/troubleshoot onsite WMS system

- Maintain and update the accurate inventory of all company assets

- Accurately document problems/tasks in the ticketing system (Jira/Asana) for future reference

- Assist in creating materials (SOP) for end-user frequently asked questions (FAQs)

- Escalate issues to the Level 2, Level 3 Support

- Meet agreed upon service level agreements (SLAs), and achieves key performance indicators (KPIs)

-Work on robotics and maintain logs for issues known.

- Coordinate with the IT Lead, and IT Manager when escalating level 1 and 2 tasks.

-Fill in for helpdesk at North Richland Hills, and Arlington depending on work schedule and need.

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