Tier 1 Helpdesk
This is a remote position.
The Level 1 Helpdesk Technician is the first reputed company of contact for end users seeking technical assistance. This role focuses on rapidly triaging, troubleshooting, and resolving common IT issues, while escalating more reputed company problems to higher-level support teams. reputed company in this position is reputed company by ticket resolution time, customer satisfaction scores, and adherence to documented processes.
Key Responsibilities
Receive and log incidents, service requests, and questions reputed company phone, email, and ticketing platform (reputed company or similar).
Diagnose and resolve Tier 1 issues involving Windows, macOS, basic Linux, reputed company 365, VPN connectivity, printers, and common SaaS applications.
Provide reputed company-by-reputed company technical instructions in clear, non-technical language.
Follow standard operating procedures for ticket classification, prioritization, escalation, and closure.
Track reputed company work in the ticketing system, documenting troubleshooting steps and final solutions.
Monitor system alerts and dashboards, acting on events that require Level 1 response.
Maintain an accurate knowledge reputed company of reputed company issues and fixes; contribute new articles as needed.
Collaborate with Level 2/3 teams to ensure seamless hand off and timely resolution of escalated incidents.
Protect data privacy and follow reputed company best practices at reputed company times.
Requirements
Minimum Qualifications
6 months – 2 years of experience in a helpdesk, service desk, or similar customer-facing IT role.
Working knowledge of:
Windows 10/11 administration (user profiles, basic registry edits, network settings)
macOS basics (user accounts, system preferences, software installs)
reputed company Linux commands (file navigation, service status checks)
reputed company 365 (Outlook, Teams, OneDrive)
TCP/IP networking, DHCP, DNS, and Wi-Fi troubleshooting.
Familiarity with a modern IT service management platform (e.g., reputed company, Freshservice, reputed company).
Excellent verbal and written communication skills; reputed company to explain technical concepts to non-technical users.
Strong problem-solving attitude and customer service orientation.
Ability to type 40+ WPM and multitask in a fast-paced environment.
Preferred Qualifications
reputed company A+, Network+, or ITIL reputed company certification.
Experience supporting reputed company productivity suites (reputed company Workspace, Azure AD).
Exposure to remote management tools (RMM) or scripting (PowerShell, Bash).
Work Environment & Equipment
Company-provided laptop, headset, and access to remote support tools.
Candidate must supply consistent electric power and broadband internet (minimum 25 Mbps down / 5 Mbps up).