What are the responsibilities and job description for the Information Technology Help Desk position at Recru?
**NO C2C SUBMISSIONS**
This position will be responsible for answering and resolving Level 1 tickets. Below are examples of tasks that fall within this scope to help clarify expectations:
Level 1 Support:
- Monitoring and responding to incoming tickets within the IT ticketing system
- Providing first-line technical support for common end-user issues, including:
- Password resets and account lockouts
- Basic login and authentication issues
- Email access and basic email troubleshooting
- Standard application access issues
- VPN connection assistance
- Performing initial troubleshooting and issue triage to determine resolution paths
- Resolving issues using documented procedures and knowledge base articles
- Escalating unresolved or complex issues to Level 2 or higher support teams with proper documentation and notes
Workstation & Peripheral Support
- Assisting users with basic workstation setup and configuration
- Supporting monitor setup, including:
- Connecting monitors and confirming correct display settings
- Coordinating with Facilities for physical adjustments or installations when required
- Providing basic troubleshooting for keyboards, mice, docks, and other standard peripherals
Laptop Refresh & User Data Support
- Assisting with laptop deployments and replacements
- Exporting users’ internet favorites/bookmarks from existing laptops
- Ensuring exported favorites are retained and documented so they can be imported into the user’s profile on the new laptop
- Verifying user access post-deployment (email, network, applications)