Responsibilities

The Level 1 Helpdesk Technician will provide first-level support for service requests, ensuring timely and professional resolution of technology-related issues including workstations, servers, printers, networks, and vendor-specific hardware and software. They will deliver remote IT support, specializing in Windows servers, Active Directory, Office365, and DNS, offer basic network support addressing WAN and LAN connectivity, routers, firewalls, and security concerns, implement and support basic remote access solutions such as VPN and Terminal Services, monitor the remote monitoring and management system for alerts and notifications, promptly responding through service tickets, maintain and update system documentation using ConnectWise, and communicate professionally with customers, providing exceptional service and support.