Help Desk I
About The Position
The Help Desk I will be responsible for providing first-level contact for incoming systems issues. This position plays a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems. Responsibilities will include troubleshooting hardware and software problems, provide basic technical support, and escalate more complex issues as needed. You will play a crucial role in maintaining the efficiency and productivity of our organization by ensuring timely and effective resolution of IT-related problems.
Requirements
- High school diploma or equivalent required
- Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
- Familiarity with networking concepts is a plus.
Nice To Haves
- Associate's degree in Computer Science, Information Technology, or a related field preferred.
- Bachelor’s Degree Preferred
- 1-2 years of experience in a technical support or help desk role preferred, but entry-level candidates with relevant skills and a strong willingness to learn are encouraged to apply.
- Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus but not required.
Responsibilities
- Respond to and resolve incoming support requests via phone, email, or ticketing system in a timely and professional manner.
- Diagnose and resolve basic hardware, software, and network issues. This includes setting up new user accounts, installing software, and troubleshooting common problems.
- Maintain accurate records of all support requests and resolutions in the ticketing system. Document issues, solutions, and recurring problems to help improve overall support processes.
- Provide guidance and support to end-users on how to use software applications, operate hardware, and follow IT policies and procedures.
- Identify and escalate complex technical issues to Tier 2 or higher-level support teams as needed, ensuring clear and detailed information is provided for resolution.
- Monitor and report on system performance, alerting higher-level support staff to potential issues or irregularities.
- Stay current with new technologies and best practices in IT support. Participate in ongoing training and development activities to improve technical skills and knowledge.
- Read and respond to email in a timely manner.
- Attend department meetings, and clinic required meetings.
- Regular and reliable attendance is required.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
