Position Overview
The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed.
Key Responsibilities

+ Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting.

+ Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management.

+ Utilize and contribute to the internal knowledge base for common issues and solutions.

+ Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions.

+ Provide excellent customer service with a positive and professional attitude.

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