Job Summary:
We are seeking a motivated and customer-focused Level 1 IT Technician to provide exceptional first-line technical support to end-users. This role involves troubleshooting hardware and software issues, assisting with system access, and escalating complex problems to higher-level support. The ideal candidate is detail-oriented, has strong communication skills, and is passionate about technology and helping others.
Requirements
Essential Skills and Responsibilities:
* Respond to help desk tickets, emails, and phone calls in a timely and professional manner.
* Provide basic troubleshooting for desktops, laptops, printers, and mobile devices.
* Assist users with software installations, updates, and configurations.
* Reset passwords and manage user accounts in Active Directory or other systems.
* Document issues and resolutions in the ticketing system.
* Escalate unresolved issues to higher level support.
* Maintain inventory of IT equipment and assist with hardware setup and deployment.
* Follow standard operating procedures and contribute to knowledge base documentation.
Required Skills & Qualifications:
* High school diploma or equivalent; associate degree or IT certifications (e.g.,CompTIA A+) preferred.
* Basic understanding of Windows operating systems.
* Familiarity with Microsoft Office Suite and common business applications.
* Strong communication and customer service skills.
* Ability to work independently and as part of a team.
Preferred Skills:
* Experience with ticketing systems (e.g., Ninja One, ServiceNow, Zendesk).
* Knowledge of and experience with networking basics (IP addressing, DNS, DHCP, Meraki Switches and Firewalls).
* Experience with Windows Server environments and security protocols
* Experience with Cybersecurity frameworks (NIST, ISO 27001), network security, incident response, and vulnerability assessments
* Experience with identity and access management
* Experience with remote support tools (e.g., Ninja One, TeamViewer, AnyDesk).
* Experience with Windows troubleshooting.
* Experience working hand in hand with vendors and vendor support.
Physical Requirements:
· Ability to stand and/or walk for up to 8 hours per day.
· The ability to work on a computer for up to 8 hours a day.
· Being mindful of safety and use proper PPE when required.