L1 HelpDesk

Position: L1 Help Desk Technician

Location: New York, NY (Hybrid)

We are seeking a motivated and customer-focused L1 Help Desk Technician to provide first-level technical support to internal users. This role is responsible for diagnosing and resolving hardware, software, and network issues, assisting with system installations, and maintaining accurate documentation of support activities.

The ideal candidate has strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer service. This position supports IT infrastructure including PCs, servers, network equipment, telecom systems, and printers. Periodic support outside standard business hours may be required.

Technical Support & Issue Resolution

• Provide first-level technical support via phone, email, and in-person

• Diagnose and troubleshoot hardware, software, and network issues

• Escalate complex issues to appropriate internal teams or vendors

• Install, configure, and maintain desktops, laptops, printers, and peripherals

• Assist with software installations, upgrades, and patching

• Support user account management, including password resets and access permissions

• Assist with system audits, Microsoft updates, and security compliance

• Document all support activities in the ticketing/tracking system

• Deliver professional, customer-centric support to all end users

Knowledge Management & Documentation

• Maintain and contribute to IT knowledge base and support documentation

• Promote self-service tools and resources for common IT issues

• Communicate roadblocks and recurring issues to the Support Supervisor

• Assist with root cause analysis (RCA) for major incidents

Change Management & Projects

• Communicate and escalate required changes following change control procedures

• Support end users during upgrades and project rollouts

• Review documentation and ask questions to better understand the environment

• Associate's degree in Computer Science or a related field or equivalent work experience (1+ year)

• Prior experience in a help desk or technical support role

• Strong customer service skills with a professional and courteous approach

• Working knowledge of Windows and macOS operating systems

• Experience troubleshooting hardware, software, and network issues

• Familiarity with Active Directory, Microsoft Office 365, and enterprise IT systems

• Strong written and verbal communication skills

• Ability to work independently and collaboratively in a fast-paced environment

• Willingness to participate in a rotating on-call schedule (nights/weekends as required)

• CompTIA A+, Network+, or similar IT certifications

• Familiarity with ITIL framework
  
  Jeanhel Acuba
  Senior Technical Recruiter
  PRI Technology
  P: