Level 1 Helpdesk Technician

Position Summary

The Level 1 Helpdesk Technician is the first point of contact for all IT-related issues within the company, supporting both our administrative staff and manufacturing/shop floor operations. This role is crucial for ensuring minimal downtime and maintaining high productivity across all departments. The ideal candidate has excellent customer service skills, a foundational understanding of IT systems, and a proactive attitude towards problem-solving.

Key Responsibilities

I. Technical Support & Issue Resolution

• Triage and Ticketing: Serve as the initial point of contact for IT support requests via phone, email, in-person visits, and the ticketing system. Log, prioritize, track, and close all support tickets promptly and accurately.
• Desktop & Software Support: Troubleshoot and resolve issues related to iOS, Windows operating systems, Microsoft Office Suite (e.g., Outlook, Excel), and other standard business applications.
• Hardware Maintenance: Perform basic setup, configuration, and troubleshooting for end-user hardware, including desktops, laptops, printers, scanners, monitors, and VoIP phones.
• User Management: Assist with user account management, including creation, modification, and termination of Active Directory accounts, email accounts, and access permissions following established protocols.
• Network & Connectivity: Troubleshoot basic network connectivity issues (e.g., Wi-Fi, Ethernet, VPN client issues).
• Manufacturing Support: Provide initial support for shop floor technology, including handheld scanners, manufacturing application login issues, and basic troubleshooting of production line terminals.

II. Systems Administration & Maintenance

• Onboarding/Offboarding: Prepare IT equipment for new hires (imaging, setup) and ensure proper collection and securing of equipment for departing employees.
• Inventory Management: Assist with maintaining an accurate inventory of IT assets, including tracking assignment, location, and maintenance history.
• Documentation: Create and update clear, user-friendly documentation, Knowledge Base articles, and IT procedures to improve self-service and team efficiency.

III. Customer Service & Communication

• Provide professional, patient, and empathetic support to all users regardless of their technical proficiency.
• Clearly communicate the status of issues, expected timelines, and necessary user actions.
• Escalate complex issues promptly and accurately to Level 2/3 Technicians, Network Engineers, or specialized external vendors.

Required Qualifications

• Education: High school diploma or equivalent; Associate’s degree in IT, Computer Science, or a related field is a plus.
• Experience: 1 years of experience in a helpdesk, desktop support, or customer service role.
• Technical Skills:
• Proficiency with Windows 10/11 operating systems.
• Familiarity with Active Directory (managing users, groups, and basic permissions).
• Strong working knowledge of Microsoft 365/Office applications (Outlook, Teams, SharePoint).
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Soft Skills:
• Excellent verbal and written communication skills.
• Proven ability to diagnose and resolve basic technical issues effectively.
• Strong commitment to customer service and a professional demeanor.
• Ability to work independently and manage time effectively in a fast-paced environment.

Preferred Qualifications (Bonus Points)

• CompTIA A , Microsoft Certified Desktop Support Technician (MCDST), or similar certifications.
• Experience in a manufacturing, warehouse, or industrial environment.
• Familiarity with IT ticketing systems
• Experience with basic imaging software

Physical Requirements

• Ability to occasionally lift and move computer equipment up to 30 lbs.
• Ability to navigate all areas of a manufacturing/office facility to service equipment.

Job Type: Full-time

Pay: $26.00 - $31.31 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• helpdesk, desktop support, or customer service role: 1 year (Required)

Ability to Commute:

• Morgan Hill, CA 95037 (Required)

Work Location: In person

Salary : $26 - $31