Helpdesk Analyst - Level 1
- Answer incoming helpdesk calls and assist users with computer-related questions
- Troubleshoot basic software, hardware, and network issues
- Reset and manage user passwords
- Install or make minor repairs to computer equipment and software
- Create and update easy-to-follow help guides and FAQs
- Keep records of issues and solutions to help improve our support process
- Provide one-on-one training to staff who need extra help
- Escalate more complex technical issues to vendors or senior technicians
- Basic understanding of Windows operating systems
- Familiarity with common desktop applications (Microsoft Office, email, etc.)
- Strong customer service and communication skills
- A positive attitude and problem-solving mindset
- At least 18 years old
- Ability to speak, read, write, and understand English
- Valid driver’s license (travel between locations may be required)
- You enjoy helping others and explaining things clearly
- You stay calm in stressful situations
- You can work independently but also enjoy being part of a team
- You handle sensitive information responsibly and professionally
- You’re open to feedback and continuous learning
- Occasional evening or weekend hours may be required
- On-call support may be needed at times
- Ability to lift and carry up to 10–25 lbs occasionally
- Daily computer use is required
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