IT Helpdesk Technician Level 1

We are seeking a
Level 1 IT Helpdesk Technician
to serve as the first point of contact for end users experiencing technical issues. This is a
full-time, onsite position
supporting a fast-paced and customer-focused IT environment.

Responsibilities

Act as the first point of contact for technical support via phone

Diagnose and troubleshoot hardware, software, and basic network issues

Provide step-by-step guidance to end users to resolve issues

Log incidents, service requests, and resolutions in the ticketing system

Escalate unresolved issues to Level 2/3 support teams

Follow up with users to ensure timely resolution and satisfaction

Maintain accurate documentation and service records

Adhere to SLAs, quality standards, and IT policies

Required Qualifications

1–3 years of experience in IT Helpdesk / Service Desk / Technical Support

Strong knowledge of Windows OS and Microsoft Office Suite

Basic understanding of networking concepts (VPN, printers, Wi‑Fi)

Experience with ticketing tools such as Service Now, BMC Remedy, or similar

Excellent communication and customer service skills

Ability to work onsite in Sioux Falls, SD

Nice to Have

IT certifications (CompTIA A+, ITIL – optional)

Experience supporting corporate end users

All your information will be kept confidential according to EEO guidelines.