Job Description

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

Job Tags

Full time, Work at office

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