Level 1 Helpdesk Techician

Job Description

Description

This role serves as first-tier technical support, responding to and diagnosing technical issues through problem recognition, research, isolation, and resolution. The Help Desk Technician works closely with internal teams and support partners to ensure timely and effective issue resolution while delivering a high level of customer service. Key Responsibilities:

• Provides first point-of-contact support for computing hardware, software, and ERP applications to ensure operational efficiency across all locations
• Respond to support requests via phone, email, and ticketing system, resolving issues related to end-user systems and applications
• Accurately document incidents and maintain work history throughout the ticket lifecycle using an established ticketing system
• Troubleshoot issues related to printers, passwords, email, standard Windows applications, internet access, and network connectivity
• Coordinate with internal teams and external support partners, escalating incidents to the appropriate next-level support when needed
• Assist with new PC setups and provide data migration support as required
• Deliver exceptional customer service while meeting or exceeding established service level agreements (SLAs)
• Participate in QA and UAT testing efforts and assist with user training for new or updated functionality
• Provide after-hours on-call support as part of a rotating schedule

Requirements

• Associate’s degree in a technical discipline and/or relevant technical certifications (A+, MCP, MCDST preferred)
• Bachelor’s degree preferred
• Strong communication and customer service skills with a user-focused mindset
• Experience supporting ERP systems from both an operational and technical perspective

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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