What are the responsibilities and job description for the Level 1 Help Desk Technician position at Adriana's Insurance?
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)
- 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.
Salary : $20 - $25
