IT Specialist

Job Title: Level 1 IT Technician

Job Summary:
The Level 1 IT Technician is responsible for providing first-level technical support to end users. This role involves troubleshooting computer hardware and software issues, setting up workstations, managing user accounts, and escalating complex technical problems to higher-level support teams when necessary.

Key Responsibilities

• Respond to IT support requests via phone, email, chat, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Install, configure, and maintain desktop computers, laptops, printers, and mobile devices.
• Set up new user accounts and reset passwords.
• Install and update operating systems and software applications.
• Document incidents, resolutions, and troubleshooting steps in the help desk ticketing system.
• Escalate unresolved or complex issues to Level 2 or Level 3 support.
• Assist with onboarding and offboarding employees by preparing and recovering IT equipment.
• Perform routine system maintenance and updates.
• Provide excellent customer service while communicating technical information in an easy-to-understand manner.

Qualifications

Required Qualifications

• High school diploma or equivalent (Associate's degree in Information Technology preferred).
• 0–2 years of IT support experience.
• Basic knowledge of:
  • Windows and macOS operating systems
  • Microsoft 365 applications
  • Computer hardware and peripherals
  • Basic networking concepts (TCP/IP, DNS, DHCP)
  • Active Directory and user account management (preferred)

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Fundamentals (optional)

Skills

• Technical troubleshooting
• Customer service
• Time management
• Attention to detail
• Documentation
• Critical thinking
• Teamwork
• Basic cybersecurity awareness