Level 1 Help Desk Technician provides front-line technical support to external business clients. This role focuses on resolving tier-1 hardware, software, and network issues remotely while delivering exceptional customer service. When problems exceed Tier 1 scope, the technician gathers detailed diagnostic information and escalates the ticket to higher-tier engineers.

Job Responsibility :

Client Support & Triage:

Act as the first point of contact for technical requests via phone, email, chat and web portal; perform initial problem identification and categorization.

Technical Troubleshooting:

Resolve core user issues including password resets, account provisioning (Active Directory / Microsoft 365, Google Workspace), VPN/connectivity issues, printer mapping, and basic desktop software glitches.

Ticket Management:

Accurately document all customer interactions, steps taken, and resolution details within the company's Professional Services Automation (PSA) tool.

Remote Management:

Utilize Remote Monitoring and Management (RMM) tools to access client systems, run basic scripts, and verify system status.

Escalation & Collaboration:

Gather relevant logs and diagnostic information to smoothly escalate unresolved tickets to Tier 2/3 engineers or specialized teams.

Qualifications & Requirements:

Experience:

0-2 years of experience in an IT help desk, service desk, or customer-facing technical support role.

Technical Knowledge:

Working knowledge of Windows 10/11, macOS, Microsoft 365 administration, Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), and mobile OS platforms. Certifications (Beneficial): CompTIA A+, CompTIA Network+,

Microsoft Certified:

Fundamentals, or equivalent industry certifications.

Soft Skills:

Strong verbal and written communication skills, high empathy, patience with non-technical end users, and the ability to multitask effectively in a fast-paced environment.

Demonstrate the ability to qualify, penetrate, and close new accounts

Salary:

$40,000 - $50,000