Job Title: Level 1 IT Helpdesk Technician

Position Overview:

As our Level 1 IT Helpdesk Technician, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will address user tickets, troubleshoot problems, and offer solutions to ensure efficient use of technology for our clients. This role requires strong team collaboration, great communication skills, technical knowledge, and a customer-focused approach to IT support.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and in person.

• Understand the importance of taking ownership and following through on issues.

• Respond to users’ tickets and troubleshoot problems related to computer systems, software applications, hardware devices, and network connectivity.

• Diagnose and resolve technical problems, escalating complex issues to higher-level support technicians when necessary.

• Install, configure, and maintain computer systems, peripheral devices, and software applications.

• Assist with user account management, including password resets, access permissions, and account setup.

• Document technical procedures, solutions, and user requests in a detailed and organized manner.

• Collaborate with other IT team members to resolve technical issues and implement improvements.

• Stay up to date with technology trends and advancements to enhance technical skills and knowledge.

Qualifications:

• Proven experience in providing technical support and great customer service in an IT helpdesk environment. Prior MSP experience a plus. Working with a ticketing system and excellent documentation skills required.

• Strong knowledge of computer hardware, operating systems (Windows, macOS), and commonly used software applications (Microsoft Office Suite, MS365, Azure, One Drive, SharePoint, Google Workspace, QuickBooks, Adobe).

• Familiarity with basic networking concepts and troubleshooting techniques. Experience with Meraki/SonicWALL Firewalls. Layer 3 Switches, VLAN’s, wireless access points, Wi-Fi Performance optimization.

• Excellent communication skills, both verbal and written, can explain technical concepts to non-technical users.

• Ability to work independently with minimal supervision and collaborate effectively within a team environment.

• Strong attention to detail and organizational skills.

Benefits

• Competitive compensation package with 401k / Health / Vision / Dental offered.

• Flexible vacation policy

• Hybrid/Remote work considered after proven track record and getting to know our team.

Additional Information:

• This is a full-time position in Incline Village NV.

• Working hours are 9-5, with limited after-hours emergency support as needed.

• Opportunities for career growth and professional development are available based on performance and company needs.

Job Types: Full-time, Permanent

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)

Ability to Commute:

• Incline Village, NV 89451 (Required)

Work Location: Hybrid remote in Incline Village, NV 89451