Level 1 IT Technician

Job Summary:

We are seeking a motivated and customer-focused Level 1 IT Technician to provide exceptional first-line technical support to end-users. This role involves troubleshooting hardware and software issues, assisting with system access, and escalating complex problems to higher-level support. The ideal candidate is detail-oriented, has strong communication skills, and is passionate about technology and helping others.

Requirements:

Essential Skills and Responsibilities:

• Respond to help desk tickets, emails, and phone calls in a timely and professional manner.
• Provide basic troubleshooting for desktops, laptops, printers, and mobile devices.
• Assist users with software installations, updates, and configurations.
• Reset passwords and manage user accounts in Active Directory or other systems.
• Document issues and resolutions in the ticketing system.
• Escalate unresolved issues to higher level support.
• Maintain inventory of IT equipment and assist with hardware setup and deployment.
• Follow standard operating procedures and contribute to knowledge base documentation.

Required Skills & Qualifications:

• High school diploma or equivalent; associate degree or IT certifications (e.g.,CompTIA A+) preferred.
• Basic understanding of Windows operating systems.
• Familiarity with Microsoft Office Suite and common business applications.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with ticketing systems (e.g., Ninja One, ServiceNow, Zendesk).
• Knowledge of and experience with networking basics (IP addressing, DNS, DHCP, Meraki Switches and Firewalls).
• Experience with Windows Server environments and security protocols
• Experience with Cybersecurity frameworks (NIST, ISO 27001), network security, incident response, and vulnerability assessments
• Experience with identity and access management
• Experience with remote support tools (e.g., Ninja One, TeamViewer, AnyDesk).
• Experience with Windows troubleshooting.
• Experience working hand in hand with vendors and vendor support.

Physical Requirements:

• Ability to stand and/or walk for up to 8 hours per day.
• The ability to work on a computer for up to 8 hours a day.
• Being mindful of safety and use proper PPE when required.