Help Desk Level 1

Resource 1 LLC

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Help Desk Level 1

Florham Park, NJ

IDj-14554Posted 3/31/2025

The Level 1 Help Desk role involves providing initial technical support to users, resolving basic issues, and escalating complex problems to higher levels, while maintaining excellent communication and customer service skills.

Core Responsibilities:

Provide First-Line Support:

Be the initial point of contact for users experiencing technical issues, answering questions and resolving problems.
Troubleshoot and Diagnose:

Identify and resolve basic hardware, software, and network problems using knowledge and available resources.
Escalate Complex Issues:

Recognize and escalate complex issues to higher-level support personnel when necessary.
Maintain Accurate Records:

Log all incidents, service requests, and resolutions in a ticketing system or other relevant databases.
Communicate Effectively:

Interact with users in a clear, concise, and professional manner, both verbally and in writing.
Follow Procedures:

Adhere to established protocols and procedures for handling help desk requests.
Provide Customer Service:

Ensure a positive and efficient customer experience by resolving issues quickly and accurately.
Basic Hardware and Software Knowledge:

Have a foundational understanding of common computer hardware, software, and operating systems.
Remote Support:

Utilize remote tools and diagnostic utilities to assist users with troubleshooting and problem resolution.
Stay Updated:

Keep abreast of new technologies, software updates, and industry best practices.

Skills and Qualifications:

Excellent Communication Skills: Ability to clearly and concisely explain technical concepts to non-technical users.
Problem-Solving Skills: Ability to identify and resolve technical issues efficiently and effectively.
Customer Service Skills: Ability to interact with users in a professional and helpful manner.
Basic Computer Knowledge: Familiarity with common computer hardware, software, and operating systems.
Strong Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
Ability to Work Independently: Ability to work with minimal supervision and follow instructions accurately.
Ability to Work in a Team Environment: Ability to collaborate with other team members to resolve issues.
Ability to Learn Quickly: Ability to learn new technologies and procedures quickly and accurately.

Required

2+ years of relevant experience required

Ability to present information effectively verbally and in writing

Ability to communicate step-by-step procedures to users in a clear and concise manner

Basic math skills: addition, subtraction, multiplication, division

Working knowledge of Office 365, telephone support, Desktop Support, smartphones, tablets and laptops.

Ability to effectively prioritize and plan work to meet deadlines in high pressure environment

Strong attention to detail, analytical and problem solving skills

Strong customer service skills

Ability to master functionality of new Firm applications quickly and effectively

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