Helpdesk Support (level 1)

POSITION SUMMARY

The Helpdesk Technician (level 1 support) is responsible for installing, maintaining, troubleshooting, and supporting desktop/laptop hardware, software, peripherals, printers, and mobile devices within a corporate environment. This role provides first-line technical support to end users while ensuring accurate asset tracking, system imaging, software deployment, and adherence to company IT standards and procedures.

KEY RESPONSIBILITIES

Install, configure, repair, and perform preventative maintenance on desktop and laptop systems, printers, and related peripherals
Provide first-line technical support for hardware, software, printer, and network connectivity issues
Troubleshoot desktop, laptop, software, and hardware failures and identify network-related issues affecting end users
Install software applications, operating system patches, upgrades, and security updates
Configure and support corporate cellular phones according to company standards
Perform imaging and deployment of desktops and laptops in standardized environments
Maintain accurate physical and logical inventory tracking of all supported PC assets
Manage printer-related supplies and coordinate maintenance needs
Assist end users in determining appropriate software solutions to meet business needs
Collaborate with Network Administrators and IT Analysts to resolve escalated network issues
Coordinate with third-party vendors for hardware repair and replacement services
Document support activities, asset management updates, and troubleshooting resolutions
Support continuous improvement initiatives and perform additional duties as assigned

QUALIFICATIONS

Education & Experience

Associate degree in Information Technology, Computer Science, or related field preferred
Experience supporting desktop systems, laptops, peripherals, and end-user technologies preferred

Experience Levels

Level I: Minimum 2 years of related IT support experience

TECHNICAL SKILLS

Strong knowledge of PC hardware and software architecture
Experience supporting:
Windows 10 and Windows 11
Mac OS
Android and iOS devices
Working knowledge of Active Directory
Experience with desktop imaging and deployment processes
Understanding of help desk procedures and ticketing systems
Strong troubleshooting and problem-solving abilities
Familiarity with networking fundamentals and connectivity troubleshooting

PROFESSIONAL SKILLS

Strong written and verbal communication skills
Ability to read and interpret technical manuals, procedures, and documentation
Strong organizational and time management skills
Ability to prioritize tasks and work independently in fast-paced environments
Strong analytical and critical-thinking abilities
Ability to train and mentor junior team members (Senior Level)
Demonstrated initiative and sound judgment in resolving technical issues

PREFERRED CERTIFICATIONS

Microsoft Certified Systems Engineer (MCSE) or equivalent certification preferred

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.