Level 1 Help Desk Technician

Job Description

Job Description

The Level 1 Helpdesk Technician will be the first point of contact for IT-related issues and requests, providing efficient and effective technical support. The ideal candidate will have experience working with Active Directory, Microsoft 365, Exchange Online, Office 365, the Microsoft Office Suite, and Windows operating systems. Additionally, familiarity with the JIRA IT ticketing platform is preferred.

WORK EXPERIENCE REQUIREMENTS

• Respond to and resolve IT support requests through JIRA IT ticketing platform, email, and phone.
• Troubleshoot hardware, software, and network-related issues for end users.
• Manage user accounts, password resets, and permissions in Active Directory and Microsoft 365.
• Provide support for Exchange Online, Office 365, and Microsoft Office Suite applications.
• Install, configure, and maintain Windows operating systems on company devices.
• Assist with IT onboarding and offboarding processes, including setting up new users.
• Educate users on IT best practices, security policies, and system usage.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate documentation of technical issues, solutions, and procedures.
• Support IT Systems Administrator with ongoing projects and system upgrades.

PHYSICAL REQUIREMENTS

• Must be able to remain in the stationary position 75% of the time
• Occasionally move about inside the office to access cabinets, office machinery, etc. requiring standing, walking, stooping, kneeling or crouching.
• Constantly operate a computer and other office equipment such as telephone, calculator, copy machine, and printer
• Predictable attendance is essential for this position

QUALIFICATIONS

• 1+ years of experience in an IT helpdesk or technical support role.
• Proficiency in Active Directory, Microsoft 365, Exchange Online, Office 365, and Microsoft Office Suite.
• Experience troubleshooting and supporting Windows operating systems.
• Familiarity with JIRA IT ticketing platform for tracking and managing support requests.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• A proactive, self-motivated attitude with a willingness to learn and grow.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• IT certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or ITIL Foundation.
• Experience with remote desktop tools and basic networking concepts.

Day Shift
On Site - Wilkes Barre, PA