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