Help Desk Technician Level I

Help Desk Level I

The Level I Help Desk Technician is an entry-level IT support role responsible for providing first-line technical assistance to end users. This position handles routine hardware, software, and network issues, documents incidents, and escalates complex problems to higher-level support teams. The goal is to resolve issues quickly and accurately while delivering excellent customer service.

Key Responsibilities:

• Respond to user requests via phone, email, chat, or ticketing system in a timely and professional manner.


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  Troubleshoot and resolve basic technical issues, including:
  
  
  
  • Password resets and account lockouts
  
  
  • Software installation, configuration, and common application errors (e.g., Microsoft Office, browsers, email clients)
  
  
  • Hardware problems (printers, monitors, keyboards, mice, basic laptop/desktop issues)
  
  
  • Connectivity issues (Wi-Fi, VPN, basic network troubleshooting)
  
  
  
  


• Create, update, and close tickets in the help desk system, accurately documenting symptoms, troubleshooting steps, and resolutions.


• Follow established procedures and knowledge base articles for common problems.


• Escalate unresolved or complex issues to Level II/III technicians or specialized teams according to escalation guidelines.


• Maintain accurate inventory records and assist with basic asset tracking.


• Provide clear instructions and guidance to users to help prevent recurring issues.


• Adhere to security policies, data privacy standards, and company procedures.


• Participate in ongoing training and stay current with supported systems and tools.

Required Qualifications:

• High school diploma or equivalent; associate degree in Information Technology, Computer Science, or related field preferred.


• 1–2+ years of experience in customer service, technical support, or a related IT role (internships or help desk experience a plus).


• Working knowledge of Windows, Microsoft Office 365, and common desktop applications.


• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is advantageous.


• Strong verbal and written communication skills with a customer-focused attitude.


• Ability to follow procedures, document work clearly, and work effectively in a team environment, and provide instruction in use of equipment and software.


• Basic troubleshooting and problem-solving skills.


• Willingness to work shifts that may include evenings, weekends, or on-call rotation (depending on the organization).


• Perform other duties as assigned.

Preferred Qualifications:

• CompTIA A+ certification (or willingness to obtain it).


• Experience with Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), or remote support tools.


• Knowledge of ITIL foundations or service desk best practices.

Soft Skills:

• Clear and concise communication (both technical and non-technical language).


• Attention to detail and strong organizational skills.


• Ability to multitask and manage time effectively in a fast-paced environment.

About Us:

Founded in 1998 and based in Plainview, NY, Acupath Laboratories is a well-established and respected nationwide provider of specialized anatomic pathology services, focusing on areas like urology, gastroenterology, and hematology/oncology and a singular focus on client needs and a commitment to innovation and quality.