Job Description
Helpdesk Technician
Summary
The Level 1 Remote Helpdesk Technician provides first-line technical support to employees working in various locations. This role focuses on diagnosing and resolving basic IT issues remotely, ensuring smooth operations and minimal downtime.
Key Responsibilities
- Respond to user requests via phone, email, chat, or ticketing system promptly and professionally.
- Troubleshoot and resolve basic issues remotely , including:
- Hardware (PCs, laptops, printers, mobile devices)
- Software (Microsoft 365, email clients, collaboration tools)
- Network connectivity and VPN access
- Perform routine tasks such as password resets, account unlocks, and remote software installations.
- Document all interactions in the IT ticketing system for tracking and reporting.
- Escalate complex issues to Level 2 or specialized teams when necessary.
- Guide users on best practices for remote work security and productivity.
- Maintain SLAs for response and resolution times.
Required Skills & Qualifications
- Education: Associate’s degree in IT or related field (or equivalent experience).
- Experience: Minimum 1 year in IT support or helpdesk environment .
- Technical Knowledge:
- Windows OS and Microsoft Office Suite
- Active Directory and remote desktop tools
- Basic networking and VPN troubleshooting
- Soft Skills: Strong communication, problem-solving, and customer service skills.
- Remote Work Competency: Ability to work independently and manage time effectively.
Preferred Skills
- Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
- Knowledge of mobile device management and cloud-based applications.
Job Tags
Work at office,