Help Desk Support- Level 1
4 days ago
Louisville
Job DescriptionSalary: $23-$29 per hour Job Summary: The Help Desk Support Level 1 serves as the first point of contact for users seeking technical assistance, providing front-line support for hardware, software, networking, and peripheral issues. This role is responsible for troubleshooting problems, documenting solutions, tracking help desk tickets, and maintaining IT asset inventories. Additional duties include assisting HR with onboarding by preparing accounts and equipment, installing and configuring computers, peripherals, software, and mobile devices, and ensuring compliance with IT standards. The position also helps maintain organized IT workspaces and participates in on-call rotation and emergency support to ensure reliable IT operations. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Alarm Detection Systems is an EEO employer. Essential Functions and Responsibilities: • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system., • Log, route, and track help desk requests, maintaining clear and professional communication., • Provide technical support for basic hardware, software, network, and peripheral issues, guiding users through troubleshooting and problem resolution., • Maintain up-to-date inventories of all deployed hardware, software, and support equipment., • Assist HR with onboarding by setting up hardware, software, and accounts, ensuring compliance with IT standards and a smooth first-day experience for new hires., • Maintain clean and organized personal and shared IT work areas, including equipment benches and storage spaces, to support safety, efficiency, and professionalism., • Install and set up physical computers, monitors, printers, and other peripherals for end users, ensuring proper configuration, functionality, and placement according to user and departmental needs., • Install, configure, and deploy physical computers, peripherals, company-approved software, and new company cell phones., • Research new technologies to identify improvements in IT operations, system performance, or user productivity, and present recommendations to IT leadership., • Support the development and enforcement of standardized hardware, software, and security practices across the organization., • Answer user inquiries regarding computer software or hardware operation to resolve problems., • Document solutions, FAQs, and troubleshooting guides for the IT knowledge base., • Oversee the daily performance of computer systems., • Provide on-call support as part of an IT rotation and assist during emergencies or urgent IT situations., • Assist in supporting the IT department, company, and/or employees in emergency situations, • Responsible for onsite duties as assigned., • Must be punctual and adhere to attendance standards., • Adhere to all company policies and procedures., • Other duties as assigned by management. Education/Experience: • High School Diploma or equivalent is required., • Associates or Bachelors Degree in Information Technology, Computer Information Systems or a related field is highly preferred., • Minimum of 1 year experience in customer service, technical support, or help desk roles is required., • Industry certifications such as CompTIA A+, ITIL Foundation, or similar are a plus. Knowledge/Skills/Abilities: • Foundational knowledge of networking concepts., • Basic understanding of directory services and user account management., • Familiarity with Microsoft products, services, and Office applications., • General knowledge of computer systems, hardware, and basic logic concepts., • Ability to adapt quickly to new technologies and processes., • Skilled in identifying when to escalate and route unresolved issues to appropriate IT teams., • Strong written and verbal communication abilities., • Capacity to remain calm and effective during emergency situations., • Flexibility to work extended hours when required., • Willingness to travel within the service area as needed., • Self-motivated with the ability to work independently., • Strong multitasking and organizational skills., • Active listening skills to accurately assess user needs., • Critical thinking and problem-solving abilities., • Reasoning and basic mathematical skills for troubleshooting and analysis., • Entry-level troubleshooting skills for software, hardware, and networking issues., • Knowledge of PC, laptop, and server hardware components., • Ability to collaborate effectively within a team environment., • Reliable and ethical; discretion regarding confidential information. Licenses/Certifications: • Microsoft Certifications are a plus., • Comp TIA A+ Certification is a plus., • Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation (Illinois employees only)., • Maintain a drivers license, maintain an insurable driving record, and be capable of driving on company assignments. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Sitting, • Standing, • Walking, • Lifting, • Carrying, • Pushing, • Pulling, • Climbing, • Balancing, • Stooping, • Kneeling, • Crouching, • Crawling, • Reaching, • Handling/Grasping, • Fine Dexterity, • Feeling, • Talking, • Hearing, • Smelling, • Near Vision, • Far Vision, • Depth Perception, • Visual Accommodation, • Color Vision, • Field of Vision Work Environment: The work environment characteristics described here represent those an employee encounter while performing this job's essential functions. Unless outlined in remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions. An office environment, with minimal travel. Could be called on to work in customer locations. Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment. Company Benefits: Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees: • Medical Insurance with multiple plan options, • Dental Insurance, • Vision Insurance, • Life Insurance, • Paid Parental Leave, • Tool Allowance Program, • Disability Coverage:, • Employer-paid Short-Term Disability, • Optional Long-Term Disability, • 401(k) Plan with tiered employer match, • Paid Time Off (PTO) starting at 3 weeks per year for employees, • Paid Holidays: 8 recognized holidays annually, • Employee & Friends/Family Discounts on security systems and monitoring services, • Pet Insurance Discount, • Employee Assistance Program (EAP), • Tuition Reimbursement, • Company-sponsored events (friends and family welcome!), • Continuous professional development opportunities, • A fun, positive, and high-energy work environment Compensation: The starting pay range for the Help Desk Support- Level 1 is $23-29 per hour based on knowledge, skills, education, certifications, and experience.