Level 1 Help Desk Technician

Job Description

We are looking for a motivated and customer-focused Level 1 Help Desk Technician to join our IT support team. In this role, you will be the first point of contact for end-users experiencing technical issues. Your primary responsibility will be to provide prompt and effective support for hardware, software, and network-related problems.

Key Responsibilities:

Provide first-level support to end-users via phone, email, chat, or ticketing system.

Troubleshoot and resolve basic hardware and software issues on desktops, laptops, printers, and mobile devices.

Assist with password resets, user account creation, and basic network connectivity problems.

Escalate complex issues to Level 2 or appropriate IT personnel when necessary.

Log and track all support requests using a ticketing system.

Follow standard operating procedures and contribute to internal documentation.

Maintain professionalism and deliver excellent customer service at all times.

Pay Range: $20-$25 hourly

RequirementsQualifications:

High school diploma or equivalent; IT certifications (e.g., CompTIA A+, ITIL, Microsoft) are a plus.

0–2 years of experience in an IT support or customer service role.

Basic understanding of Windows and/or macOS operating systems.

Familiarity with Microsoft Office, email clients, and common software applications.

Good verbal and written communication skills.

Ability to work independently and as part of a team.

Strong problem-solving and organizational skills.

Bilingual (English/Spanish)

Nice to Have:

Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.

Familiarity with Active Directory and Office 365 administration.

Exposure to basic networking concepts (IP, DNS, DHCP).

Benefits

A supportive team environment with opportunities to learn and grow.

Ongoing training and development programs.

Exposure to real-world IT operations and career advancement potential.

Full-time