Level 1 Helpdesk Technician - Remote

Overview

The Level 1 Helpdesk Technician serves as the first point of contact for customers seeking technical assistance, providing remote troubleshooting and support.

In Short

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record notes regarding the issue and troubleshooting taken.
• Create and maintain documentation.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.

Requirements

• Proven experience as a help desk technician or other customer support role.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Passionate about problem solving and customer service.
• Diligent with note taking, following process, and documentation.
• CompTIA A+ and Network+ certifications are a plus.
• 2+ years of MSP experience required.

Benefits

• 100% company paid health, dental, life, and vision benefits.
• 5% matching contributions to Guideline 401k.
• Unlimited PTO policy.
• Company provided gear and clothing.