Help Desk Support – Level 1

Job Overview
We are looking for a dedicated and tech-savvy Level 1 Help Desk Support professional to assist our USA-based clients. This is a part-time, remote opportunity ideal for someone with strong troubleshooting and communication skills who can manage user issues efficiently and close tickets in a timely manner.

Key Responsibilities
Serve as the first point of contact for users through phone, email, or ticketing system.

Troubleshoot and resolve Level 1 technical issues related to:

Printers and peripheral devices

Desktop/laptop hardware and software

Antivirus installation, updates, and security alerts

Basic networking issues (LAN/Wi-Fi connectivity, DNS/DHCP, IP configuration)

Log, respond to, and act on support tickets promptly, ensuring issues are resolved and closed within defined timelines.

Escalate unresolved issues to higher-level support with complete notes and troubleshooting details.

Provide accurate technical guidance and maintain professional communication with end-users.

Document all support activities, resolutions, and user feedback in the helpdesk system.

Follow company procedures for IT i ---------- handling, prioritization, and ticket lifecycle management.

Required Skills and Qualifications
Diploma or Bachelor’s degree in IT, Computer Science, or related field.

1+ year of experience in IT help desk or technical support.

Knowledge of:

Windows operating systems (10/11)

Printer setup and troubleshooting (network & local)

Antivirus configuration and updates

Basic network operations and troubleshooting

Familiarity with remote support tools (AnyDesk, TeamViewer, etc.) and ticketing systems (Zendesk, Freshdesk).

Excellent verbal and written communication skills (English – USA standard).

Strong analytical and problem-solving abilities with attention to detail.

Ability to manage support requests independently and meet time-bound ticket closure targets.