IT Helpdesk Technician - Tier 1

We are seeking a motivated and customer-focused Entry-Level IT Helpdesk Technician to join our IT team. The ideal candidate will be responsible for providing technical support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of our IT infrastructure.

Pay Range: $18 - $22 /hr

Key Responsibilities:

Technical Support:

• Provide first-level technical support to end-users, resolving issues related to Azure, Office 365, ERP System (S2K through VIA) Windows PCs, and the Mitel phone system.

Troubleshooting:

• Diagnose and resolve hardware and software problems, including issues with PCs, peripherals, and network connectivity.

User Management:

• Assist in the creation, modification, and deletion of user accounts in Azure Active Directory and Office 365.

System Monitoring:

• Monitor and maintain IT systems, including network performance, server health, and security compliance.

Documentation:

• Maintain accurate records of support requests, resolutions, and changes to the IT environment in the helpdesk ticketing system.

Phone System Support:

• Provide support for the company's Mitel phone system, including troubleshooting, configuration, and user training.

Software Installation:

• Assist with the installation and configuration of software applications on user devices.

Training:

• Provide basic training and guidance to end-users on the use of IT systems and software.

Collaboration:

• Work closely with the IT team to escalate and resolve complex issues.

This job description provides a general overview of the responsibilities and requirements for the position of Entry-Level IT Helpdesk Technician. It is not exhaustive and may be subject to change to meet the evolving needs of the company.

Qualifications:

Education:

• High school diploma or equivalent required; degree in IT, Computer Science, or a related field preferred.

Certifications:

• CompTIA A , Microsoft Certified: Azure Fundamentals, or equivalent certifications are a plus. Microsoft Certified: Microsoft 365 or equivalent certifications are a plus.

Technical Skills:

• Basic understanding of Azure and Office 365 environments.

• Familiarity with Windows operating systems and common software applications.

• Basic knowledge of networking concepts.

• Experience with phone system support is a plus.

Soft Skills:

• Strong customer service orientation with excellent communication skills.

• Ability to work independently and as part of a team.

• Strong problem-solving skills and attention to detail.

• Willingness to learn and adapt to new technologies.

Benefits:

• Competitive salary

• Health insurance

• 401(k) with company match

• Paid time off and holidays

• Opportunities for professional development and certification reimbursement

You should be proficient in:

• IT Equipment (Servers, Networks, Telecom, Cloud)

• IT Compliance Requirements (CCPA, GDPR)

• IT Infrastructure Hardware Experience