Job Description
Job Description
Job Summary:
We are seeking a motivated and customer-focused Level 1 Help Desk Technician to provide first-line technical support to external clients. In this role, you will be responsible for resolving basic IT issues, escalating more complex problems as needed, and ensuring a high level of customer satisfaction. You will serve as the initial point of contact for clients seeking technical assistance, delivering prompt and professional support via phone, email, or ticketing system.
Key Responsibilities:
-
Respond to incoming help desk requests via phone, email, or ticketing system.
-
Provide first-level technical support for hardware, software, network connectivity, and peripheral issues.
-
Accurately document user interactions, problems, and resolutions in the ticketing system.
-
Escalate unresolved issues to Level 2 support or Operations Manager.
-
Follow standard operating procedures and contribute to the development of documentation and knowledge base articles.
-
Maintain a courteous and professional manner while supporting end-users.
-
Basic device setup or configuration.
Qualifications:
-
High school diploma or equivalent; an associate degree or relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
-
0–1 year of IT support experience or a strong interest in technology and problem-solving.
-
Basic understanding of computer systems, mobile devices, and other tech products.
-
Excellent communication and interpersonal skills.
-
Ability to work independently and as part of a team.
-
Strong organizational and time management skills.
Preferred Skills:
-
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk).
-
Basic knowledge of Active Directory, Office 365, and remote desktop tools.
-
Experience providing support in a Windows or Mac environment.
Work Environment:
-
In-office.
-
May require occasional off-hours support or weekend coverage as needed.
Company DescriptionKepler Analytics is a fast-growing, innovative company at the forefront of retail analytics, using cutting-edge technology to help businesses better understand in-store customer behavior. Working at Kepler means being part of a global team that blends data science, software development, and client services to drive real-world results for some of the world’s top retail brands.
Company Description
Kepler Analytics is a fast-growing, innovative company at the forefront of retail analytics, using cutting-edge technology to help businesses better understand in-store customer behavior. Working at Kepler means being part of a global team that blends data science, software development, and client services to drive real-world results for some of the world’s top retail brands.