Job Description Job Summary: The Level 1 Support Desk Technician provides first-line technical support for Impulse Strategic Solutions clients. This role involves troubleshooting basic IT issues, handling service requests, and escalating complex problems to higher-level technicians as needed. The ideal candidate is customer service-oriented, has strong technical troubleshooting skills, and thrives in a fast-paced, team-focused environment.
Key Responsibilities: - Act as the first point of contact for all technical support inquiries via phone, email, or ticketing system.
- Answer Support Calls in a timely manner as they come into the Call Center.
- Diagnose and resolve common IT issues, including hardware, software, network, and application-related problems.
- Assist with user account management, password resets, and basic Active Directory administration.
- Provide remote troubleshooting and basic on-site support if required.
- Log all support requests accurately in the ticketing system and follow up with clients to ensure timely resolution.
- Escalate unresolved or complex issues to Level 2 or Level 3 support as needed.
- Document resolutions and update knowledge base articles for common issues.
- Support end-users in the installation, configuration, and maintenance of workstations, printers, and peripherals.
- Monitor and respond to system alerts and notifications.
- Follow established IT policies and procedures while delivering exceptional customer service.
Requirements Required/Preferred Qualifications & Skills: - 1+ years of experience in IT support, preferably in an MSP or help desk environment, is recommended.
- Must have the ability to work overnights and weekends as needed
- Basic understanding of Windows and Mac operating systems, Microsoft 365, and common business applications.
- Familiarity with networking fundamentals (IP addressing, DNS, DHCP, VPN, Wi-Fi).
- Experience using remote support tools and ticketing systems.
- Strong analytical and problem-solving skills with the ability to multitask.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively in a team environment.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.
- Familiarity with remote monitoring and management (RMM) tools.
- Basic knowledge of cybersecurity best practices.