Level 1 Helpdesk Technician

Website WNC business IT Solutions LLC bda OneWhoServes

Local MSP

WNC Business IT Solutions LLC is a managed IT services provider seeking a motivated candidate to join our highly experienced team of support professionals as a Level 1 Helpdesk Technician. This is a perfect opportunity for someone looking to start their career in the IT field, and naturally leads into more advanced, technically challenging roles such as Level 2 Helpdesk Technician and Systems Engineer.

Job Summary:
As a Level 1 Helpdesk Technician, you will be responsible for providing technical support and assistance to end-users experiencing technical issues. You will receive, troubleshoot, document, and resolve basic IT-related problems and requests, ensuring a high level of customer satisfaction. You will work closely with Level 2 and Level 3 support, following established procedures and documentation to assist users with hardware, software, and network-related issues. This entry-level position requires excellent communication skills, technical knowledge, and a passion for helping others.

Location and Hours:
This is a full-time onsite position in Asheville, NC, working standard business hours 8:30am-5:00pm Monday-Friday.

Duties and Responsibilities:

Provide first-line technical support to end-users via telephone, email, or using remote support tools, ensuring timely response and issue resolution.
Identify, diagnose, and troubleshoot hardware, software, and network-related problems reported by users.
Follow established procedures and documentation to guide users through problem-solving steps.
Escalate complex issues to Level 2 or 3 support teams, ensuring proper information handover and documentation.
Install, configure, and update software applications and operating systems on end-user devices.
Perform hardware and software maintenance, including system updates, patches, and antivirus scans.
Set up and configure new user accounts, email accounts, and access privileges.
Provide basic user training and assistance on software applications and IT services.
Maintain accurate and up-to-date records of user inquiries, service requests, and solutions provided in a helpdesk ticketing system and knowledge base.
Collaborate with team members and share knowledge to improve overall technical support processes and procedures.
Stay updated with the latest technologies, trends, and best practices in IT support.

Qualifications and Skills:

High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
Previous experience in a customer service or technical support role is preferred but not mandatory.
Previous experience using a ticketing system, RMM tool, or knowledge base software is highly desired but not mandatory.
Basic knowledge of computer hardware, software applications, and networking concepts.
Familiarity with Microsoft Windows operating systems and Microsoft Office suite.
Strong problem-solving and analytical skills with the ability to prioritize and manage multiple tasks effectively.
Excellent communication and interpersonal skills to interact professionally with end-users at all levels of technical knowledge.
Patience, empathy, and a customer-oriented approach to provide exceptional user support.
Ability to work independently and as part of a team in a fast-paced environment.
Willingness to learn and adapt to new technologies and procedures.
Attention to detail and a commitment to maintaining accurate records.

Compensation and Benefits:
Salary range: $45-55k depending on experience.
Benefits include Health Insurance, Paid Vacation, and 401k w/ matching.

To apply for this job email your details to jobs@wncbusinessit.com