Job Description

Position Summary: We are seeking a proactive and customer-focused Help Desk Technician (Level 1) to join our IT team. This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering top-tier technical support. You will be the first point of contact for end-users experiencing technical issues and play a key role in maintaining smooth day-to-day IT operations across our organization. You’ll be supporting a Microsoft 365 environment, troubleshooting general software and hardware issues, and working with our ERP platform. Strong communication skills, critical thinking, and the ability to calmly resolve conflicts and technical issues are essential. Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or in person. Provide Level 1 support for hardware, software, printers, and general IT-related issues. Troubleshoot problems related to Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.). Assist users with ERP system access and basic functionality issues. Support endpoint setup including imaging, deployment, and configuration of Windows-based PCs. Install, configure, and troubleshoot printers and end-user software. Maintain accurate records of issues and resolutions using a help desk ticketing system. Escalate unresolved issues to appropriate team members while ensuring proper documentation. Support users in a Meraki-based networking environment (Wi-Fi connectivity, basic LAN/WAN troubleshooting). Contribute to documentation of standard operating procedures and technical guides. Required Skills & Qualifications: 1–2 years of experience in a Help Desk or IT support role. Familiarity with Microsoft 365 applications and Windows operating systems. Experience supporting hardware (laptops, desktops, printers, etc.). Basic knowledge of networking concepts and Meraki systems is a plus. Exposure to ERP systems (user support, access, navigation) preferred. Excellent interpersonal and customer service skills with the ability to explain technical concepts in plain language. Strong critical thinking and problem-solving skills. Strong organizational skills and attention to detail. Preferred Qualifications: CompTIA A+, ITIL Foundation, or similar certification. Experience working with Microsoft Intune or other MDM platforms. Experience with ticketing systems (e.g., Freshservice, Zendesk, ServiceNow). Knowledge of SharePoint Online administration is a plus. Steve Silver

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