Level 1 Help Desk Technician

We are looking for a motivated and customer-focused Level 1 Help Desk Technician to join our IT support team. In this role, you will be the first point of contact for end-users experiencing technical issues. Your primary responsibility will be to provide prompt and effective support for hardware, software, and network-related problems.

Key Responsibilities:

• Provide first-level support to end-users via phone, email, chat, or ticketing system.
• Troubleshoot and resolve basic hardware and software issues on desktops, laptops, printers, and mobile devices.
• Assist with password resets, user account creation, and basic network connectivity problems.
• Escalate complex issues to Level 2 or appropriate IT personnel when necessary.
• Log and track all support requests using a ticketing system.
• Follow standard operating procedures and contribute to internal documentation.
• Maintain professionalism and deliver excellent customer service at all times.

Pay Range: $20-$25 hourly

Qualifications:

• High school diploma or equivalent; IT certifications (e.g., CompTIA A+, ITIL, Microsoft) are a plus.
• 0–2 years of experience in an IT support or customer service role.
• Basic understanding of Windows and/or macOS operating systems.
• Familiarity with Microsoft Office, email clients, and common software applications.
• Good verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and organizational skills.
• Bilingual (English/Spanish)

 Nice to Have:

• Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
• Familiarity with Active Directory and Office 365 administration.
• Exposure to basic networking concepts (IP, DNS, DHCP).

• A supportive team environment with opportunities to learn and grow.
• Ongoing training and development programs.
• Exposure to real-world IT operations and career advancement potential.