What are the responsibilities and job description for the Level 1 Help Desk position at BPS Technologies?
Job Title: Level 1 Help Desk Technician
Location: Hybrid Dublin, OH
Employment Type: Full-Time / Contract-to-Hire
Department: IT Support Services
About the Role
We are seeking a Level 1 Help Desk Technician to provide frontline technical support in a Microsoft-centric environment. This role is ideal for someone who enjoys solving day-to-day IT issues, supporting end users, and keeping systems running smoothly. You’ll work with Windows desktops, Microsoft 365, basic networking, and common enterprise tools while escalating complex issues to Tier 2/3 teams.
What You’ll Do
Location: Hybrid Dublin, OH
Employment Type: Full-Time / Contract-to-Hire
Department: IT Support Services
About the Role
We are seeking a Level 1 Help Desk Technician to provide frontline technical support in a Microsoft-centric environment. This role is ideal for someone who enjoys solving day-to-day IT issues, supporting end users, and keeping systems running smoothly. You’ll work with Windows desktops, Microsoft 365, basic networking, and common enterprise tools while escalating complex issues to Tier 2/3 teams.
What You’ll Do
- Provide first-line support for hardware, software, and user access issues.
- Troubleshoot and resolve problems with Windows 10/11, Microsoft 365, Outlook, Teams, and OneDrive.
- Assist with account provisioning, password resets, and user access in Azure AD / Active Directory.
- Support desktops, laptops, printers, and mobile devices.
- Document issues, solutions, and steps taken using the organization’s ticketing system.
- Perform basic troubleshooting of network connectivity and VPN access.
- Install and configure software, updates, and security patches.
- Escalate unresolved issues to senior support or engineering teams.
- Provide excellent customer service and communicate clearly with technical and non-technical users.
- 1–2 years of IT support experience (internships, part-time, or full-time all count).
- Working knowledge of:
- Windows OS (10/11)
- Microsoft 365 (Outlook, Teams, OneDrive)
- Azure Active Directory / Active Directory basics
- Experience troubleshooting desktops, laptops, printers, and common peripherals.
- Understanding of basic networking concepts (IP, DNS, Wi-Fi, VPN).
- Strong communication, customer service, and documentation skills.
- Experience with Microsoft Intune or other MDM tools.
- Ticketing systems (ServiceNow, Freshservice, Zendesk, Jira, etc.).
- Basic PowerShell familiarity.
- Exposure to SCCM, Autopilot, or imaging tools.
- A or Microsoft certification (MD-100/MD-101) is a plus.
- Techs who enjoy helping users and solving everyday issues with a positive attitude.
- Quick learners eager to grow into more advanced roles (Tier 2, SysAdmin, Cloud support, etc.).
- Strong communicators who can keep users calm, informed, and productive.
- Detail-oriented support pros who document well and follow process.