Job Summary: The Level One IT Help Desk Technician is responsible for providing first-line technical support to internal and external customers. This role involves diagnosing, troubleshooting, and resolving basic technical issues related to hardware, software, and networking. The ideal candidate is a problem-solver with strong communication skills and a passion for technology.
Key Responsibilities: - Provide first-level technical support via phone, email, and chat to resolve hardware, software, and network-related issues.
- Log, track, and manage help desk tickets in the IT service management system.
- Escalate complex issues to higher-level support teams when necessary.
- Assist with the setup, configuration, and troubleshooting of desktops, laptops, printers, and other peripherals.
- Support end-users in the installation and use of standard software applications.
- Reset passwords, manage user accounts, and provide access control according to company policies.
- Document solutions and create knowledge base articles for common issues.
- Maintain a high level of customer satisfaction through effective communication and timely resolution of issues.
- Participate in ongoing training to stay current with technology trends and company policies.
Requirements: - High school diploma or equivalent; an associate's degree in IT or a related field is a plus.
- Basic understanding of computer hardware, software, and networking principles.
- Familiarity with Windows operating systems.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Customer service experience is highly desirable.
- Willingness to learn and adapt in a fast-paced environment.
Preferred Skills: - Experience with IT service management tools (e.g., ServiceNow, Zendesk).
- Basic knowledge of Active Directory, Office 365, and remote desktop tools.
- Certifications such as CompTIA A+ or Microsoft Certified: Fundamentals are advantageous.
Working Conditions: - Office environment with occasional requirements for on-site support.
- Travel to Feed Mill and Hatchery in Oglethorpe, GA when needed.
- May require occasional after-hours or weekend work to address critical issues.