Information Technology Desktop Support (L1)

End User Desk-side Support

5 days Onsite Role

Address: 111 West 33rd Street 5th Floor

New York, NY 10001

Desktop/Deskside Support Level 1 (L1) acts as the initial, front-line contact for end-users, providing basic technical troubleshooting for hardware, software, and peripheral issues. They handle routine tasks like password resets, software installations, and peripheral setups, typically following established procedures (SOPs) or scripts to resolve common problems.

Key Responsibilities & Tasks

• Initial Troubleshooting: Diagnosing basic hardware (PC/laptop) and software issues, often remotely or at the user's desk.
• Support Channels: Managing tickets, phone calls, emails, and chat requests from users.
• Hardware/Software Setup: Installing, configuring, and updating operating systems, applications, and hardware peripherals.
• Account Management: Performing password resets, unlocking accounts, and basic Active Directory tasks.
• Documentation: Creating and updating tickets in helpdesk software and updating knowledge base articles.

Qualifications and Skills

• Experience: 0–3 years of experience in IT, often considered an entry-level position.
• Technical Skills: Basic knowledge of Windows 10/11, Microsoft Office 365, Active Directory, and PC hardware components.
• Soft Skills: Strong communication, customer service, and problem-solving skills under pressure.