IT End User Services - Technician Level 1
World Travel Inc.•Amity Township, PA
•$50,000 - $55,000•Onsite
About The Position
The End User Services (EUS) Technician – Level 1 provides first-line technical support to employees by resolving common hardware, software, and access issues. This role focuses on delivering timely, customer-focused support through established procedures while escalating more complex issues as needed. The Level 1 Technician is critical to maintaining productivity, ensuring positive user experiences, and supporting secure, reliable access to end-user technology.
Requirements
- Basic understanding of Windows operating systems and common enterprise applications.
- Familiarity with ticketing systems and service desk workflows.
- Strong customer service skills and a willingness to learn.
- Must be able to participate in an on-call rotation to provide after-hours support.
- Associate’s degree in Information Technology or equivalent experience.
- Prior help desk or customer support experience.
- Entry-level IT certifications (e.g., CompTIA A+).
Responsibilities
- Serve as the first point of contact for end-user issues via ticketing systems, phone, chat, and walk-up support.
- Resolve common incidents related to hardware, software, peripherals, passwords, and basic connectivity.
- Accurately document incidents, requests, and resolutions in the ITSM system.
- Escalate unresolved or complex issues to Level 2 or specialized support teams following defined procedures.
- Assist with setup, deployment, and basic troubleshooting of desktops, laptops, monitors, printers, and mobile devices.
- Install and support standard enterprise applications using documented processes.
- Perform basic operating system tasks such as account setup, profile configuration, and updates.
- Prepare equipment and assist with device setup for new hires.
- Support offboarding activities by collecting devices and following access removal checklists.
- Coordinate tasks with HR and IT teams to ensure smooth employee transitions.
- Assist users with basic remote access, VPN, and virtual desktop connectivity issues.
- Follow documented procedures for VDI or DaaS environments.
- Follow endpoint security policies, data handling standards, and access control procedures.
- Report suspected security issues or policy violations promptly.
- Maintain accurate asset and access records.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
