JOB SUMMARY:

We are seeking a customer-focused and tech-savvy Level 1 Help Desk Technician to provide first-line support to our employees. The ideal candidate will have a basic understanding of IT systems and excellent communication skills to troubleshoot and resolve technical issues efficiently. They serve as the first point of contact for users seeking assistance with hardware, software, and network issues, ensuring timely resolution and excellent customer service.

QUALIFICATIONS:

• 1–2 years of experience in a technical support role or equivalent.
• Familiarity with Windows OS, Microsoft Office 365, and basic networking concepts.
• Excellent interpersonal and communication skills.
• Ability to multitask and remain calm under pressure.
• Strong problem-solving skills and attention to detail.
• High School diploma or GED required; associate degree or IT certifications (CompTIA A+, ITIL, etc.) a plus.

PREFERRED SKILLS:

• Experience working with ticketing systems (e.g., FreshDesk).
• Familiarity with remote support tools (e.g. Logmein)
• Basic networking knowledge (DNS, DHCP, VPN).
• Microsoft Office 365 Administration a plus
• Troubleshooting Skill Set
• Will train if unknown

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

• Office environment with standard working hours; occasional after-hours support may be required.
• May require sitting or standing for extended periods and lifting equipment up to 25 lbs.
• Travel: The position requires regular travel between Freeport and Wyandanch locations on Long Island, NY.
  Job Type: Full-time
  Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

· Respond to user support requests via phone, email, or help desk ticketing system.
· Provide technical assistance for hardware, software, network, and peripheral issues.
· Log, categorize, and track support incidents and service requests in the ticketing system.
· Assist with setting up and configuring desktops, laptops, printers, and mobile devices.
· Perform password resets and manage basic user account maintenance in Active Directory.
· Troubleshoot basic connectivity issues (Wi-Fi, VPN, email access, etc.).
· Follow up with users to ensure resolution and satisfaction.
· Maintain up-to-date documentation of common problems and resolutions.
· Document all support interactions in the ticketing system, contributing to the knowledge base and best practices.
· Collaborate with other IT teams (Network, Security, Clinical Applications) for complex issue resolution and escalations.
· Support onboarding/offboarding processes by provisioning and decommissioning hardware and user profiles.
· Participate in hardware lifecycle management, including asset inventory and equipment refresh projects.
· Maintain a strong understanding of IT policies, procedures, and compliance frameworks.
· Escalate complex issues to Level 2 or appropriate IT team members.