Help Desk Technician

Help Desk Technician

Job Summary

The Help Desk Support Technician Level 1 serves as a first point of contact for client support requests. This role is primarily responsible for answering support calls, creating and triaging tickets, gathering accurate information, performing initial troubleshooting, resolving Level 1 technical issues, and escalating more complex issues when needed.

The technician will support users across Windows, macOS, Microsoft 365, printers, peripherals, mobile devices, remote access tools, and common business applications. This position requires excellent customer service skills, clear communication, reliable ticket documentation, and the ability to follow established support processes.

Duties

• Answer incoming support calls and provide professional, courteous first-level assistance to clients.
• Create, triage, prioritize, and route support tickets.
• Gather accurate information from users, including symptoms, error messages, affected devices, urgency, and business impact.
• Perform initial troubleshooting and resolve Level 1 issues involving Windows workstations, macOS devices, printers, peripherals, mobile devices, remote access, and common business applications.
• Support basic Microsoft 365 issues, including Outlook, Teams, OneDrive, user accounts, password resets, MFA prompts, mailbox access, and general user support.
• Troubleshoot basic network connectivity issues including Wi-Fi, VPN, mapped drives, DNS/DHCP-related symptoms, and internet access issues.
• Escalate complex technical issues to senior technicians with clear notes, troubleshooting steps already performed, and relevant client details.
• Provide remote support using approved remote access and RMM tools.
• Assist with workstation setup, software installation, profile configuration, user onboarding, and user offboarding tasks.
• Communicate clearly and professionally with clients, vendors, and internal team members.
• Maintain detailed ticket notes, including t...