Helpdesk Analyst - Level 1

About the Role

Are you someone who enjoys solving problems and helping others? Do you have a basic understanding of computers and want to grow your IT skills in a supportive environment? If so, we’d love to meet you! We’re looking for a motivated Helpdesk Support Technician to join our team. This is a great opportunity for someone starting their IT career or looking to gain hands-on experience in a professional setting.

Responsibilities

• Answer incoming helpdesk calls and assist users with computer-related questions
• Troubleshoot basic software, hardware, and network issues
• Reset and manage user passwords
• Install or make minor repairs to computer equipment and software
• Create and update easy-to-follow help guides and FAQs
• Keep records of issues and solutions to help improve our support process
• Provide one-on-one training to staff who need extra help
• Escalate more complex technical issues to vendors or senior technicians

You’ll play an important role in keeping our systems running smoothly and helping others feel confident using technology.

Requirements

• Basic understanding of Windows operating systems
• Familiarity with common desktop applications (Microsoft Office, email, etc.)
• Strong customer service and communication skills
• A positive attitude and problem-solving mindset
• At least 18 years old
• Ability to speak, read, write, and understand English
• Valid driver’s license (travel between locations may be required)

Qualities We Value

• You enjoy helping others and explaining things clearly
• You stay calm in stressful situations
• You can work independently but also enjoy being part of a team
• You handle sensitive information responsibly and professionally
• You’re open to feedback and continuous learning

Work Environment

• Occasional evening or weekend hours may be required
• On-call support may be needed at times
• Ability to lift and carry up to 10–25 lbs occasionally
• Daily computer use is required

Why Join Us?

You’ll be part of a team that values professionalism, respect, teamwork, and excellent service. We are committed to maintaining a positive, respectful, and inclusive workplace that protects privacy, promotes safety, and supports professional growth.