Service Desk Technician - Level 1 (Onsite)

Job Description: Level 1 Desktop Support Technician

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About the Role
Our Client is seeking a customer-focused and technically skilled Level 1 Desktop Support Technician to join their IT Support team. In this role, you will be the first point of contact for employees experiencing hardware, software, and connectivity issues. You will troubleshoot technical problems, provide timely solutions, and escalate more complex issues to higher-level support teams when needed.

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Key Responsibilities
Technical Support

• Provide first-level technical support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve issues related to Windows operating systems.
• Support users with Microsoft 365 applications, email, Teams, and OneDrive.
• Assist with password resets, account unlocks, and basic user account management.
• Troubleshoot network connectivity issues (Wi-Fi, VPN, DNS, etc.).

Service Desk Operations

• Respond to incoming tickets, calls, emails, and walk-up support requests.
• Follow established escalation procedures for advanced issues.
• Maintain excellent communication and customer service throughout the support process.

Hardware & Software Deployment

• Install, configure, and update software and standard applications.
• Prepare, image, and deploy new computers and replacement devices.
• Maintain inventory of workstations, peripherals, and related equipment.

Additional Duties

• Assist with onboarding and offboarding from the IT perspective.
• Follow Company IT policies, security best practices, and data protection procedures.
• Support team projects related to system upgrades, rollouts, or process improvements.
• Set up conference rooms for meetings and follow step-by-step process

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Required Qualifications

• 1+ year of IT support or helpdesk experience.
• Familiarity with Windows 10/11 environments.
• Experience with ServiceNow is a plus
• Strong customer service and communication skills.
• Ability to troubleshoot common hardware and software issues.

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Soft Skills

• Problem-solving mindset with attention to detail.
• Patience, professionalism, and the ability to work under pressure.
• Team-oriented with a willingness to learn and grow.
• Strong organizational and time-management skills.
• Strong people skills – need to be comfortable interacting with all levels of the organization

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