Help Desk Support Analyst - Level 1

JOB SUMMARY

We are seeking an enthusiastic and customer-focused IMT Help Desk Technician – Level 1 to join our IMT infrastructure support team. This entry-level role serves as the first point of contact for employees experiencing technical issues with end-user hardware, software, and connectivity. The successful candidate will provide front-line support, accurately document issues, resolve common problems using established procedures, and escalate more complex issues to senior IT staff. This role is designed for individuals early in their IT career who are eager to learn in a structured, supportive environment.

KEY RESPONSIBILITIES

1. End-User Support and Customer Service Serve as the first point of contact for IMT-related issues via phone, email, chat, or in-person support. Provide courteous, patient, and professional assistance to users with varying technical skill levels. Actively listen to user concerns and gather relevant information to diagnose issues. Explain technical solutions in clear, non-technical language. Maintain a positive and professional demeanor, including during high-demand periods. 2. Ticket Management and Documentation Create, update, and close support tickets in the IMT service management system with accurate and complete information. Categorize and prioritize tickets based on documented procedures and service level targets. Document troubleshooting steps and resolutions for knowledge sharing and audit purposes. Escalate unresolved or complex issues to Level 2 or specialized teams following defined escalation paths. Follow up with users to confirm resolution and satisfaction. 3. Technical Troubleshooting (Level 1 Scope) Troubleshoot common end-user hardware issues (desktops, laptops, monitors, keyboards, mice, printers). Resolve basic software issues, including application errors and installation problems. Assist with Windows 10/11 operating system issues and basic configuration. Troubleshoot basic wired and wireless network connectivity issues. Support mobile devices for email and approved corporate applications. Use approved remote support tools to diagnose and resolve issues. 4. Microsoft 365 and Collaboration Support Assist users with Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive. Troubleshoot email access and basic configuration issues. Support Microsoft Teams meetings, screen sharing, and collaboration features. Assist with OneDrive file synchronization and SharePoint access issues. Guide users through multi-factor authentication (MFA) setup using documented procedures. 5. Account and Access Support (Procedural) Reset passwords and unlock user accounts following established identity verification and security procedures. Assist with account provisioning and de-provisioning under the direction of senior IT staff. Manage access to shared folders, printers, and network resources as authorized. Assist users with VPN and remote access connectivity issues. Verify user identity before performing any account-related actions. 6. Hardware and Software Setup Prepare and configure desktop and laptop computers for new and existing employees. Install approved software using standard images and deployment tools. Set up printers, scanners, and peripheral devices. Perform basic hardware replacements (e.g., keyboard, mouse, approved components). Maintain IT asset records and update inventory systems. Assist with workstation imaging and deployment following documented procedures. 7. Knowledge Sharing and User Enablement Provide basic guidance to users on standard applications, IT policies, and security best practices. Create and update knowledge base articles for common issues. Promote self-service tools and resources where available. Share lessons learned with team members to improve service quality. 8. IMT Operational Support (Assisted) Support onboarding and offboarding activities under established processes. Assist with IT equipment moves, adds, and changes. Observe and report endpoint security alerts or system notifications to senior IMT or security staff; no independent security decision-making. Assist with scheduled and supervised maintenance tasks as directed. Participate in IT initiatives and improvement projects as assigned.

REQUIRED QUALIFICATIONS

Education and Certifications Post-secondary education in Information Technology or a related field. CompTIA A+ certification is an asset or willingness to obtain within the first 6 months. Interest in pursuing additional certifications (e.g., Network+, Microsoft 365, ITIL Foundation). Experience and Technical Skills

• 0–2 years of experience in a help desk, service desk, or technical support role (entry-level candidates welcome).
• Working knowledge of Windows 10/11.
• Familiarity with Microsoft 365 applications.
• Basic understanding of computer hardware and peripherals.
• Basic networking concepts (Wi-Fi, connectivity, DNS fundamentals).
• Familiarity with ticketing systems and service desk processes.
• Exposure to Active Directory user support (password resets, account unlocks).

Soft Skills Strong customer service mindset with patience and empathy. Clear verbal and written communication skills. Strong organizational and time management abilities. Willingness to learn and follow documented processes. Ability to work independently and as part of a team. Professional demeanor and respect for confidentiality. WORKING ENVIRONMENT and PHYSICAL REQUIREMENTS On-site role within an office or manufacturing support environment. Standard business hours with occasional extended hours during planned activities. Ability to lift and move IT equipment (up to 50 lbs). Regular movement throughout facilities to provide on-site support. Combination of desk-based and hands-on technical work.

PERFORMANCE EXPECTATIONS

Performance will be assessed using: Quality and accuracy of ticket documentation Adherence to procedures and escalation protocols Customer satisfaction feedback Responsiveness and reliability (after onboarding period) Demonstrated learning and skill progression Performance targets are applied following a defined onboarding and ramp-up period.

CAREER DEVELOPMENT

This position provides a structured pathway for growth: Progression to Help Desk Technician – Level 2 Exposure to infrastructure, cloud, and security disciplines Training and certification support Mentorship from senior IMT staff

WHAT WE OFFER

Competitive entry-level compensation Comprehensive benefits package Paid training and certification opportunities Mentorship and structured onboarding Clear career progression Supportive team environment within a growing organization

Thank you for applying!