What are the responsibilities and job description for the Service Desk Technician Level 1 position at Metric?
Summary
We are seeking a detail-oriented and customer-focused Service Desk Technician Level 1 to join our growing IT team. This role is ideal for individuals with 1-3 years of experience in IT support, a strong understanding of Microsoft technologies, and a knack for troubleshooting hardware and software issues. You will serve as the first point of contact for technical issues, ensuring quick resolutions and exceptional service for end-users.
Key Responsibilities:
PC and Peripheral Setup: Configure and deploy PCs, laptops, monitors, printers, webcams, and other peripherals.
Microsoft Windows OS Expertise: Troubleshoot and resolve issues related to Windows OS, including device driver support and updates.
Microsoft Office 365 Support: Assist users with issues across the Microsoft Office 365 suite, including email, Teams, and OneDrive.
Monitoring and Security Support: Utilize tools like Remote Monitoring and Management (RMM) and Endpoint Detection and Response (EDR) platforms to monitor systems, detect threats, and ensure endpoint security.
Incident and Request Management: Respond to service desk tickets, ensuring timely updates, thorough documentation, and resolution or escalation as needed.
Application Support: Provide troubleshooting and support for various enterprise and third-party applications.
User Account Administration: Perform account setup, password resets, and access management in Active Directory and other systems.
Documentation and Knowledge Sharing: Maintain detailed records of issues and solutions in the ticketing system and contribute to the service desk knowledge base.
Collaborate with IT Team: Work closely with Level 2/3 technicians and other team members to improve processes and share insights.
Required Qualifications
Education: High school diploma or equivalent required; Associate’s degree or higher in IT or a related field preferred.
Experience: 1-3 years of experience in IT support or a similar role.
Technical Skills:
Proficiency in Microsoft Windows OS troubleshooting, including device drivers.
Familiarity with Remote Monitoring and Management (RMM) tools and Endpoint Detection and Response (EDR) systems.
Strong knowledge of Microsoft Office 365 applications and administration.
Experience supporting PCs, laptops, and peripherals (printers, monitors, webcams, etc.).
General application support for a variety of enterprise and third-party software.
Certifications (preferred but not required): CompTIA A , ITIL Foundation, or Microsoft certifications (e.g., MTA, Azure Fundamentals).
Soft Skills:
- Excellent communication and interpersonal skills.
- Ability to prioritize and multitask in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional growth and certifications.
- A collaborative and supportive work environment.
Job Type: Full-time
Pay: $44,000.00 - $46,500.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Indianapolis, IN 46256: Relocate before starting work (Required)
Work Location: In person
Salary : $44,000 - $46,500
