IT Help Desk Level 1

Job title: IT Help Desk Level 1 in Sumter, SC at Zocalo Recruiting
Company: Zocalo Recruiting
Job description: SummaryThe IT Help Desk Support Level 1 role provides the first point of contact for employees seeking technical assistance. This position is responsible for troubleshooting basic IT issues, documenting incidents, and escalating more complex problems to higher-level support as needed.Key ResponsibilitiesTechnical Support:Respond to user inquiries via phone, email, or chat and provide assistance with basic hardware, software, and network issues.Issue Resolution:Diagnose and resolve common problems such as password resets, software installations, connectivity, and printer issues.Ticket Management:Log, track, and update all support requests in the help desk ticketing system to ensure accurate documentation.Escalation:Identify issues requiring advanced technical knowledge and escalate them appropriately to senior support staff.User Communication:Communicate technical information clearly and professionally to users with varying levels of technical expertise.Documentation:Maintain clear and concise records of user issues and solutions for future reference.RequirementsEducation:High school diploma or equivalent. IT certifications (such as CompTIA A+) are a plus.Experience:Previous experience in a customer service or technical support role preferred.Skills:Familiarity with Windows and/or Mac OS, Microsoft Office, and basic networking conceptsStrong communication and problem-solving abilitiesAbility to work calmly and efficiently in a fast-paced environmentPreferred QualificationsExperience using help desk ticketing systems (e.g., ServiceNow, Zendesk)Basic knowledge of Active Directory, VPNs, or remote desktop tools
Expected salary:
Location: Sumter, SC
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