Level 1 Helpdesk Technician

Position Summary

The Level 1 Helpdesk Technician is the first point of contact for all IT-related issues within the company, supporting both our administrative staff and manufacturing/shop floor operations. This role is crucial for ensuring minimal downtime and maintaining high productivity across all departments. The ideal candidate has excellent customer service skills, a foundational understanding of IT systems, and a proactive attitude towards problem-solving.

Key Responsibilities

I. Technical Support & Issue Resolution

• Triage and Ticketing: Serve as the initial point of contact for IT support requests via phone, email, in-person visits, and the ticketing system. Log, prioritize, track, and close all support tickets promptly and accurately.
• Desktop & Software Support: Troubleshoot and resolve issues related to iOS, Windows operating systems, Microsoft Office Suite (e.g., Outlook, Excel), and other standard business applications.
• Hardware Maintenance: Perform basic setup, configuration, and troubleshooting for end-user hardware, including desktops, laptops, printers, scanners, monitors, and VoIP phones.
• User Management: Assist with user