What are the responsibilities and job description for the Level 1 Helpdesk Support position at OSTechnical?
Job Description
Job Description
Job title : Level 1 Helpdesk Support
Job type : Contract
Salary : $20-$23 / hr
Location : Initially hybrid / remote, with the position eventually transitioning to on-site work in Westlake Village, CA.
The Level I IT Support Services Technician is responsible for providing effective diagnostic evaluation, incident tracking, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.
Key Responsibilities :
- Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing issues with computer-related technologies.
- Research and guide users through diagnostic procedures to determine the root cause.
- Manage employee logins, approvals, emails, and menu-level accounts.
- Log and track calls using a problem management database, maintaining historical records.
- Identify and resolve POS hardware issues, including requesting replacement equipment and ensuring proper installation at store locations.
- Communicate with escalation teams to ensure issues are resolved in a timely and efficient manner, including network, phone, or power-related problems.
- Maintain a strong understanding of all supported systems and services.
- Contribute innovative ideas to continuously improve the support provided.
- Perform other duties as assigned.
Salary : $20 - $23
