IT Service Desk Specialist - Level 1

Summary

The IT Service Desk Specialist – Level 1 is responsible for providing first-level technical support to end users by responding to inquiries received through phone, email, and web-based ticketing systems. This role involves troubleshooting and resolving common hardware, software, and connectivity issues, assisting with user account setup and maintenance, and supporting routine IT operations. The position requires the ability to follow established procedures, document support activities accurately, and escalate more complex issues to senior team members when necessary. This role must be able to manage multiple tasks, prioritize effectively, and maintain a professional and client-focused approach in a dynamic work environment.

Job Duties

• Log and track support tickets, gather necessary information from users, and resolve basic technical issues within scope.
• Provide entry-level support for desktops, laptops, printers, and mobile devices. Assist with software installations and updates.
• Perform routine maintenance tasks such as patching, backups, and hardware checks under supervision.
• Assist with creating and managing user accounts in systems like Active Directory and Office 365.
• Identify issues that require advanced troubleshooting and escalate to senior team members as needed.
• Maintain a helpful and professional attitude when interacting with users, ensuring a positive support experience.
• Participate in training and certification programs to build technical skills and knowledge.
• Other duties as assigned.

Education/Experience

• Associate degree in Information Technology or a related field, or equivalent experience - Highly Desirable.
• 1–2 years of experience in a technical support or ServiceDesk role - Highly Desirable.
• Familiarity with Windows and macOS environments.
• Exposure to Office 365 and Active Directory - Required.

Certifications

• CompTIA A+ - Highly Desirable.
• Microsoft 365 Certified Fundamentals - Highly Desirable.
• ITIL Foundation - Highly Desirable.

Knowledge, Skills & Abilities

• Professional certification as appropriate.
• Excellent service-driven customer-focused skills.
• Proven ability to work in both a team environment and independently.
• Strong oral, written and interpersonal communications skills.
• Strong communication, presentation, and interpersonal skills.
• Solid time management and organizational abilities.
• High ethical standards and a customer-first mindset.
• Ability to follow instructions and document work clearly.