The L1 Support Helpdesk Technician provides first-level technical assistance and support to end-users experiencing hardware, software, and network issues. Responsible for troubleshooting, resolving common technical problems, and escalating complex issues to higher support levels to ensure minimal disruption to business operations.
Key Responsibilities:
Serve as the first point of contact for employees and clients seeking technical assistance via phone, email, or ticketing system.
Diagnose and resolve basic hardware, software, and network problems.
Install, configure, and troubleshoot desktop/laptop operating systems and applications.
Provide guidance on the use of hardware and software tools.
Record and track support requests and resolutions accurately in the ticketing system.
Escalate unresolved issues to L2 or L3 support teams with detailed documentation.
Follow up with users to ensure issues are resolved satisfactorily.
Maintain an up-to-date knowledge base of common issues and solutions.
Assist in setting up new hardware, software, and user accounts.
Perform routine maintenance tasks, such as software updates and virus scans.
Contribute to the continuous improvement of support processes and documentation.
Adhere to IT security policies and best practices.
Qualifications & Skills:
Diploma or Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
Prior experience in helpdesk support or technical support role is advantageous.
Basic understanding of operating systems (Windows, macOS, Linux) and common software applications.
Knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
Strong problem-solving and analytical skills.
Excellent communication and interpersonal skills.
Ability to work under pressure and handle multiple priorities.
Customer-focused attitude with a willingness to learn.