Helpdesk/IT Support Technician

Virtual Agent • Westchester, CA

301d

About The Position

We are seeking a motivated and customer-oriented Helpdesk Support Technician (Level 1/2) to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This individual will act as the first point of contact for end users, troubleshooting and resolving technical issues while escalating more complex problems as needed.

Requirements

• 1-3 years of experience in IT support or helpdesk environment
• Proficiency with Windows and Mac OS, Microsoft Office 365, and common business applications
• Knowledge of Active Directory, Exchange, and basic networking (TCP/IP, DNS, DHCP)
• Familiarity with ticketing systems and remote support tools
• Excellent communication and interpersonal skills
• Strong troubleshooting and problem-solving ability
• Customer-service mindset with attention to detail
• Ability to prioritize and manage multiple tasks effectively

Nice To Haves

• CompTIA A+ / Network+ / Security+ or other relevant certifications
• Experience with mobile device management (MDM) tools
• Familiarity with ITIL practices and service desk metrics

Responsibilities

• Serve as the initial point of contact for end users seeking technical support via phone, email, or ticketing system
• Diagnose and resolve basic hardware, software, and network issues (Windows/Mac OS, printers, VPN, etc.)
• Provide user support for Microsoft 365, Active Directory, and standard enterprise applications
• Escalate advanced issues to Level 2 or other IT teams as appropriate
• Install, configure, and maintain desktops, laptops, and mobile devices
• Create and manage user accounts and permissions (AD, Exchange, etc.)
• Track and document issues and resolutions within the ticketing system (e.g., Zendesk, ServiceNow, Jira)
• Follow up with users to ensure full resolution of issues
• Assist with onboarding/offboarding processes, including device setup and access provisioning
• Maintain knowledge base documentation and contribute to internal IT resources

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement plan
• Discretionary bonuses

What This Job Offers

• Career Level: Entry Level
• Industry: Administrative and Support Services