Level 1 IT helpdesk technician

Job Title

• Level 1 IT Helpdesk Technician

Experience

• 1 - 3 years

Skills

• Windows OS, Microsoft Office Suite, ServiceNow, BMC Remedy, Technical Support, Help Desk Support, Basic Networking

Location

• Sioux Falls, South Dakota

Job Description

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot software, hardware, printer, and basic network-related issues.
• Provide technical support for Windows OS, Microsoft Office Suite, and common desktop applications.
• Guide users through step-by-step solutions and resolve issues in a timely manner.
• Escalate unresolved incidents to higher-level support teams when required.
• Accurately document incidents, troubleshooting steps, and resolutions in ServiceNow or BMC Remedy.
• Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
• Maintain service records and technical documentation.
• Ensure adherence to Service Level Agreements (SLAs) and organizational standards.
• Collaborate with internal IT teams to resolve complex technical issues.
• Deliver professional and customer-focused support while maintaining high service quality.
• Stay updated on support tools, systems, and troubleshooting best practices.

Minimum Knowledge, Skills, and Abilities Required

• 1–3 years of experience in a Help Desk, Service Desk, or Technical Support role.
• Strong troubleshooting skills related to Windows operating systems and Microsoft Office applications.
• Experience working with ticketing tools such as ServiceNow and/or BMC Remedy.
• Basic understanding of networking concepts, including TCP/IP, VPN, and connectivity issues.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to manage multiple support requests in a fast-paced environment.

Position Details

• Employment Type: Full-time
• Work Arrangement: Onsite (Work from Office)
• Location: Sioux Falls, South Dakota