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.