About this role
Job Title: Level 1 IT Technician
Job Summary:
The Level 1 IT Technician is responsible for providing first-level technical support to end users. This role involves troubleshooting computer hardware and software issues, setting up workstations, managing user accounts, and escalating complex technical problems to higher-level support teams when necessary.
Key Responsibilities
- Respond to IT support requests via phone, email, chat, or ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Install, configure, and maintain desktop computers, laptops, printers, and mobile devices.
- Set up new user accounts and reset passwords.
- Install and update operating systems and software applications.
- Document incidents, resolutions, and troubleshooting steps in the help desk ticketing system.
- Escalate unresolved or complex issues to Level 2 or Level 3 support.
- Assist with onboarding and offboarding employees by preparing and recovering IT equipment.
- Perform routine system maintenance and updates.
- Provide excellent customer service while communicating technical information in an easy-to-understand manner.
Qualifications
Required Qualifications
- High school diploma or equivalent (Associate's degree in Information Technology preferred).
- 0–2 years of IT support experience.
- Basic knowledge of:
Windows and macOS operating systems
- Microsoft 365 applications
- Computer hardware and peripherals
- Basic networking concepts (TCP/IP, DNS, DHCP)
- Active Directory and user account management (preferred)
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
Preferred Certifications
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Fundamentals (optional)
Skills
- Technical troubleshooting
- Customer service
- Time management
- Attention to detail
- Documentation
- Critical thinking
- Teamwork
- Basic cybersecurity awareness