Overview of the Role
The Level 1 IT Support serves as the first point of contact for users seeking technical assistance with software applications, hardware, and IT-related issues. This role involves troubleshooting, diagnosing problems, and providing solutions to ensure a seamless user experience. The role will possess strong communication skills, a customer-centric approach, and a basic understanding of IT concepts.
Main duties include:
- Installing and configuring hardware, software, systems, networks, printers, and scanners.
- Diagnosing and troubleshooting hardware, software, and network issues.
- Monitoring and maintaining computer systems and networks.
- Setting up accounts for new users.
- Repairing and replacing equipment as needed.
- Testing new technology.
- Maintaining desktops, laptops, printers, and peripherals.
- Performing routine maintenance, updates, and backups.
- Gathering feedback from users to enhance training.
- Documenting support tickets and solutions.
- Maintaining records of IT incidents and service requests to identify trends and improve IT support processes.
- Running reports to analyze common issues.
Requirements
- Bachelor's degree in Information Technology or related field is preferrable.
- Previous experience in a technical support role or customer service role preferred.
- Basic understanding of computer hardware, software, and networking concepts.
- Familiarity with Windows and/or macOS operating systems.
- Excellent communication skills and ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but not required.
- Willingness to learn and adapt to new technologies and processes.
Benefits
- 500K per incident HMO coverage + Dental & Optical benefits
- 2-week paid Christmas vacation
- Electricity & Data subsidies
- 25K Educational Assistance
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM
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