Help Desk Technician Level 1

Help Desk Technician Level 1 Location: Remote

About the Role We are seeking a Help Desk Technician Level 1 to join our IT support team. This is an entry-level role designed for individuals with hands-on experience in technical support who are passionate about solving user issues and delivering excellent customer service. You will act as the first point of contact for technical assistance, helping users troubleshoot common IT issues and ensuring smooth day-to-day operations.

Key Responsibilities

• Provide first-level technical support via phone, email, or remote tools

• Install, configure, and maintain software and hardware

• Manage user accounts, including password resets and access permissions

• Troubleshoot and resolve issues related to networks, systems, and applications

• Diagnose and escalate complex technical problems when necessary

• Document incidents, resolutions, and processes in ticketing systems

• Gather and analyze user information to identify and resolve issues efficiently

Requirements

• High school diploma or equivalent

• At least 2 years of experience in IT support or Help Desk roles

• Strong troubleshooting and problem-solving skills

• Basic knowledge of networking concepts (IP, connectivity, VPN, etc.)

• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira, etc.)

• Familiarity with Windows operating systems and common business applications

• Excellent communication and customer service skills

• English level: B2 (Upper Intermediary)

Preferred Qualifications Associate degree or certification in IT, Computer Science, or related field Industry certifications such as:

• CompTIA A+

• Microsoft Technology Associate (MTA)

• Cisco Certified Entry Networking Technician (CCENT)

Work Schedule Monday to Thursday: 8:00 AM – 6:00 PM Friday: 9:00 AM – 6:00 PM Total: 44 hours per week On-call availability: 1 Saturday and 1 Sunday per month (paid as extra hours)

** What We Offer**

• Opportunity to work in an international environment

• Professional growth in the IT field

• Exposure to global teams and technologies

• Dynamic and collaborative work culture

** Ideal Candidate** You are someone who:

• Enjoys helping others and solving technical issues

• Has a proactive and service-oriented mindset

• Is eager to learn and grow in the IT field

• Communicates clearly and effectively in English

 

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