Xaloy
Help Desk Technician - Level 1
Xaloy, Youngstown, Ohio, United States, 44502
Job Type
Full-time
Description
POSITION SUMMARY
The Help Desk Technician - Level 1 provides first-level support for end users, ensuring fast and effective resolution of technical issues. This role involves handling initial inquiries, troubleshooting basic hardware and software problems, and escalating more complex issues to the appropriate team members. The ideal candidate is customer-focused, with a strong ability to communicate and document technical information in a clear and user-friendly manner.
This position is office-based with potential for remote support after hours. Typical business hours will be Monday - Friday, 8am - 5pm.
ESSENTIAL RESPONSIBILITIES
• Respond to Support Requests
o Act as the first point of contact for end-user support requests via phone, email, or ticketing system.
o Prioritize and manage multiple support requests, ensuring prompt responses to user inquiries.
• Troubleshoot Hardware and Software Issues
o Provide basic troubleshooting for issues related to desktop and laptop computers, mobile devices, printers, and peripherals.
o Assist users with common software issues, including operating systems (Windows), MS office applications, MS email, VPN, and company-specific applications.
• Resolve Account and Access Issues
o Assist users with password resets, account unlocks, and access permissions in line with company security policies.
• Document and Escalate Issues
o Document each interaction in the help desk ticketing system, including issue details, steps taken, and resolution or escalation information.
o Escalate unresolved or complex issues to Level 2 or specialized support team members as necessary.
• User Education and Communication
Guide users through basic troubleshooting steps and best practices to reduce recurring issues. Keep users informed of ticket status, expected resolution times, and follow up to ensure satisfaction.
• Maintain Knowledge Base
o Contribute to a shared knowledge base of troubleshooting steps, FAQ entries, and user guides for common issues.
• Follows all environmental health and safety (EHS) policies, practices, protocols, and regulations. Proactively addresses any potential EHS issues and reports any unsafe conditions. Sets a positive example regarding EHS and a safety-first culture.
• Maintains a clean and orderly (6S) work area and equipment to ensure a safe and productive work environment and quality products.
General Responsibilities:
• Performs other responsibilities as assigned and/or as needed to support company objectives.
• Meets on-site attendance requirements.
Requirements
Work Experience:
• A minimum of 1-2 years of experience in an IT support role.
Education and Skills:
• High school diploma or equivalent required,
• Some college coursework or technical certifications (e.g., CompTIA IT Fundamentals+, CompTIA A+, Microsoft MTA, Microsoft 365 Certified: Fundamentals (MS-900)) preferred,
• Must have excellent Problem Solving, Communication and Adaptability skills while remaining customer oriented.
Physical Requirements:
• Must be able to perform the following physical demands with or without accommodation:
• Position may require person to be on their feet to 8-10 hours standing or walking in a heavy manufacturing environment, constantly performing regularly scheduled maintenance duties
• Ability to see and hear to perform the functions of this position
• Ability to speak, write, and understand English fluently
• Sitting - I, Standing - F, Walking - F, Lifting up to 50 lbs - I, Bending - F, Climbing - I, Fine Motor Skills - F
Based on an 8-hour Day
Infrequently (I) 1-5%
Occasionally (O) 6-33%
Frequently (F) 34-66%
Constantly (C) 67-100%
Full-time
Description
POSITION SUMMARY
The Help Desk Technician - Level 1 provides first-level support for end users, ensuring fast and effective resolution of technical issues. This role involves handling initial inquiries, troubleshooting basic hardware and software problems, and escalating more complex issues to the appropriate team members. The ideal candidate is customer-focused, with a strong ability to communicate and document technical information in a clear and user-friendly manner.
This position is office-based with potential for remote support after hours. Typical business hours will be Monday - Friday, 8am - 5pm.
ESSENTIAL RESPONSIBILITIES
• Respond to Support Requests
o Act as the first point of contact for end-user support requests via phone, email, or ticketing system.
o Prioritize and manage multiple support requests, ensuring prompt responses to user inquiries.
• Troubleshoot Hardware and Software Issues
o Provide basic troubleshooting for issues related to desktop and laptop computers, mobile devices, printers, and peripherals.
o Assist users with common software issues, including operating systems (Windows), MS office applications, MS email, VPN, and company-specific applications.
• Resolve Account and Access Issues
o Assist users with password resets, account unlocks, and access permissions in line with company security policies.
• Document and Escalate Issues
o Document each interaction in the help desk ticketing system, including issue details, steps taken, and resolution or escalation information.
o Escalate unresolved or complex issues to Level 2 or specialized support team members as necessary.
• User Education and Communication
Guide users through basic troubleshooting steps and best practices to reduce recurring issues. Keep users informed of ticket status, expected resolution times, and follow up to ensure satisfaction.
• Maintain Knowledge Base
o Contribute to a shared knowledge base of troubleshooting steps, FAQ entries, and user guides for common issues.
• Follows all environmental health and safety (EHS) policies, practices, protocols, and regulations. Proactively addresses any potential EHS issues and reports any unsafe conditions. Sets a positive example regarding EHS and a safety-first culture.
• Maintains a clean and orderly (6S) work area and equipment to ensure a safe and productive work environment and quality products.
General Responsibilities:
• Performs other responsibilities as assigned and/or as needed to support company objectives.
• Meets on-site attendance requirements.
Requirements
Work Experience:
• A minimum of 1-2 years of experience in an IT support role.
Education and Skills:
• High school diploma or equivalent required,
• Some college coursework or technical certifications (e.g., CompTIA IT Fundamentals+, CompTIA A+, Microsoft MTA, Microsoft 365 Certified: Fundamentals (MS-900)) preferred,
• Must have excellent Problem Solving, Communication and Adaptability skills while remaining customer oriented.
Physical Requirements:
• Must be able to perform the following physical demands with or without accommodation:
• Position may require person to be on their feet to 8-10 hours standing or walking in a heavy manufacturing environment, constantly performing regularly scheduled maintenance duties
• Ability to see and hear to perform the functions of this position
• Ability to speak, write, and understand English fluently
• Sitting - I, Standing - F, Walking - F, Lifting up to 50 lbs - I, Bending - F, Climbing - I, Fine Motor Skills - F
Based on an 8-hour Day
Infrequently (I) 1-5%
Occasionally (O) 6-33%
Frequently (F) 34-66%
Constantly (C) 67-100%