Information Technology Help Desk

Level 1 Support

This position will be responsible for answering and resolving Level 1 tickets. Below are examples of tasks that fall within this scope to help clarify expectations:

• Monitoring and responding to incoming tickets within the IT ticketing system
• Providing first-line technical support for common end-user issues, including:
  • Password resets and account lockouts
  • Basic login and authentication issues
  • Email access and basic email troubleshooting
  • Standard application access issues
  • VPN connection assistance
• Performing initial troubleshooting and issue triage to determine resolution paths
• Resolving issues using documented procedures and knowledge base articles
• Escalating unresolved or complex issues to Level 2 or higher support teams with proper documentation and notes

Workstation & Peripheral Support

• Assisting users with basic workstation setup and configuration
• Supporting monitor setup, including:
  • Connecting monitors and confirming correct display settings
  • Coordinating with Facilities for physical adjustments or installations when required
• Providing basic troubleshooting for keyboards, mice, docks, and other standard peripherals

Laptop Refresh & User Data Support

• Assisting with laptop deployments and replacements
• Exporting users’ internet favorites/bookmarks from existing laptops
• Ensuring exported favorites are retained and documented so they can be imported into the user’s profile on the new laptop
• Verifying user access post-deployment (email, network, applications)