Help Desk L1 Support Specialist
Exelegent is looking for a motivated, self-starting individual to join our team. The candidate must have experience working in the IT field, possess the ability to learn new technologies, and the ability to work in a team environment. Primary duties are to work directly with customers to resolve all Level 1 IT service tickets. Must have a customer friendly attitude, good written / oral communication skills, and the ability to multi task in this fast paced, customer driven environment. Must be hard working, customer oriented, and possess a clean driving record.
As a Level 1 IT Service Technician, you are primarily responsible for receiving incoming service tickets, resolving the technical issues, and communicating with the customer throughout the process. You must have experience working on a helpdesk.
Responsibilities include:
- Resolve incoming Level 1 Service Tickets and see them through to completion
- Coordinate and schedule IT support tickets to ensure maximum utilization of billable resources
- Troubleshoot and diagnose basic networking issues.
- Communicate with customers as necessary, keeping them informed on service ticket progress
- Troubleshoot Level 1 Service issues via remote support tools or onsite visits
- Escalate tickets to level 2 and 3 when necessary
- Triage vendors to help solve issues outside of the scope of our work
- Perform on-site hardware repairs / new installations as necessary
Qualified candidates will have:
- Level 1 technical support experience
- Knowledge of Microsoft Operating Systems / Office Applications / Ethernet Networking
- Microsoft 365 (M365) Support: Strong understanding of Microsoft 365 suite, including Microsoft Office applications, Exchange Online, SharePoint Online, OneDrive for Business, Teams, and other related services.
- Ability to troubleshoot IT issues quickly and efficiently
- Basic Networking: Familiarity with basic networking concepts like IP addresses, DNS, DHCP, and Wi-Fi configurations.
- Active Directory: Basic knowledge of Active Directory user and computer management, password resets, and group memberships.
- Security Awareness: Understanding of basic security practices such as user authentication, data encryption, and malware protection.
- Be able to stay current with ever-changing technology and IT solutions
- Ability to meet daily goals
- Excellent communication and customer service skills
- Enthusiastic positive attitude
- Self-motivation with strong initiative to succeed
- IT Certification is a plus (CompTIA, Microsoft, Cisco, etc)
Job Type: Full-time
We offer
- Professional and friendly team
- Competitive salary
- Paid Vacation, Sick Days, etc.
- Comfortable workplace
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