Level 1 Helpdesk Technician

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Junior/L1 Helpdesk Technician plays an important role in making sure that happens.

The Junior/L1 Helpdesk Technician handles the first level support requests that come in from our Clients. They are the first to touch a Help Desk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.


Customer Service

  • Providing a first point of contact for Client through our phone or Ticket System
  • Delight our Clients with a friendly, quick and helpful experience
  • Provide the Client with basic remote troubleshooting

Use of our Ticketing System

  • Use our Ticketing System to work on and resolve Help Desk tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual tickets
  • Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tool

  • Review Remote Monitoring and Management dashboard and apply remediation actions as indicated by our processes
  • Review regularly scheduled/automated actions as indicated by our processes

Project Work

  • From time to time the projects team will need additional resources to help deliver projects either on site or remotely. When opportunities arise the Junior / L1 Technician may be required to help with project delivery

Communication, Reporting & Risk

  • Escalate tickets that require Senior Help Desk Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their Standard Operating Procedures (SOPs)
  • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients


  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and keeping a vigilant eye for security issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Delivery Manager or Chief Information Officer




  • A strong understanding of the Apple platform
  • A+ Certification (or scheduled to take exam)
  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • An understanding of support tools, techniques and how technology is used to provide services
  • Strong understanding of Operating Systems, Business Applications, Printing Systems and Network Systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Knowledge of IT Applications, Software & Hardware
  • The ability to speak both geek and human
  • IT literate – Advanced User Level
  • The ability to keep up with & adapt to the fast-paced IT world

Nice to have

  • Experience using a Ticketing System / Remote Monitoring and Management Tool and Professional Services Automation software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Basic networking knowledge

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