Help Desk Support

Help Desk Level 1 plays a vital role in providing IT support across various platforms and systems within the organization. This position is crucial for maintaining efficient operations, ensuring users can access necessary technology, and troubleshooting a wide range of technical issues. Primary responsibilities include:

• Desktop/Client Support for Windows and MacBook systems, including imaging services.
• Retail Support for devices such as registers, pinpads, and handheld PDTs.
• Basic User and Application Support for tasks like password resets, multi-factor authentication, and VPN connectivity.

Candidates with an Associate degree are strongly recommended; however, individuals with significant experience in tech support will also be considered. The role requires strong customer service skills, including the ability to remain calm under pressure and de-escalate challenging situations. Proficiency in using ticketing systems, writing technical reports, and knowledge of various operating systems, software, and network devices is essential.

Key Responsibilities:

• Provide desktop and client support for Windows and Mac systems, including installation, imaging, and troubleshooting.
• Offer technical assistance for retail systems, including registers, pinpads, and handheld devices.
• Support users with basic application issues, password resets, multi-factor authentication, and VPN connectivity.
• Utilize ticketing systems to document, track, and resolve user requests in a timely manner.
• Draft and maintain technical support reports and documentation for internal use.
• Ensure high levels of customer service through clear communication, issue resolution, and professionalism during escalations.
• Collaborate with cross-functional teams to provide comprehensive IT support and resolve issues efficiently.

Minimum Education & Experience Requirements:

• Associate degree preferred, but significant relevant experience may substitute.
• Minimum 2-3 years of experience in technical support or a similar IT role.
• Experience with desktop, client, and retail device support is required.
• Familiarity with ticketing systems and writing technical documentation is essential.

Knowledge, Skills, and Abilities:

• Proficiency in operating systems (Windows, macOS), hardware (desktop, laptop, printers), and network devices.
• Strong problem-solving and analytical skills with a customer-focused approach.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks simultaneously and work well under pressure.
• Familiarity with ticketing systems for issue tracking and resolution.

Other Duties:
This job description is not exhaustive and additional responsibilities may be assigned as needed to meet the organization’s objectives.