What are the responsibilities and job description for the Help Desk Specialist position at Prequel Solutions?
We are seeking a highly motivated Help Desk Level 1 Support technician to join our IT support team. This entry-level position is responsible for providing first-line technical support to internal users and resolving a wide range of IT-related issues. The ideal candidate will have a basic understanding of computer systems, strong communication skills, and a desire to help users solve technical problems.
Key Responsibilities
- Provide First-Line Support : Serve as the initial point of contact for end users experiencing technical issues. Respond to support requests via phone, email, or ticketing system.
- Troubleshoot Issues : Diagnose and resolve common hardware, software, and network problems, such as system crashes, slow performance, login issues, and basic software errors.
- User Account Management : Assist with the creation, modification, and deletion of user accounts in accordance with company policies.
- Password Resets & Access Control : Help users with password resets, account lockouts, and access permissions for various systems and applications.
- Hardware Support : Provide basic support for hardware troubleshooting and assist with setting up new workstations, printers, and other devices.
- Software Installation & Updates : Install and configure software applications, perform system updates, and ensure systems are running the latest security patches.
- Ticket Management : Log, prioritize, and track all issues in the service desk ticketing system, ensuring timely resolution and escalations to higher-level support teams when necessary.
- Customer Service : Deliver exceptional customer service by maintaining a helpful, patient, and professional attitude when interacting with users.
- Documentation : Maintain clear and accurate documentation of issues, solutions, and processes for future reference.
Qualifications
