IT Help Desk Technician - Level 1

We are seeking an IT Help Desk Technician - Level 1 to join our team! You will resolve computer-related issues for your clients.

This position is full-time, in-house (not remote) and is located at 1496 West Main Street.  Regular hours are M-F 8a to 5p.

Responsibilities:

• Provide technical assistance with computer hardware (workstations, laptops, tablets, printers), software and systems (including Voice Over IP, M365, email, general operating systems and line of business applications)
• Resolve issues for clients via phone, in person, or electronically
• Escalate issues to Level 2 and Level 3 technicians as appropriate to ensure timely resolutions.
• Recommend hardware and software improvements; refer to sales associates when solutions or upgrades are needed.
• Track customer issues and resolutions using Connectwise PSA program.
• Initiates contact with client and follows up until satisfactory resolution is reached.

Qualifications:

• CompTia A+, Network+ and CyberSecurity+ preferred
• Previous experience in IT, customer service, or other related fields
• Working knowledge of Windows O/S (V10 and V11), Microsoft Word, Excel, Outlook and various email platforms (Exchange, POP, IMAP, web (gmail, etc.))
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• BCI & FBI background check and drug screening Required

AlphaLink has been in the IT business for over 40 years. Primary focus is to provide ongoing IT services and data protection solutions to Small and Medium businesses, local government and manufacturing clients.