IT Help Desk Agent

Job description

The L1 Help Desk Agent serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt, professional, and effective support for hardware, software, and network-related issues via phone, email, chat, and ticketing systems. The L1 agent triages incoming requests, resolves common issues independently, and escalates complex problems to L2/L3 support teams as needed. Essential Functions: - Serve as the primary point of contact for all inbound technical support requests via phone, email, chat, and ticketing portal. - Log, categorize, prioritize, and track all incidents and service requests in the ITSM ticketing system (e.g., ServiceNow, Jira, or Zendesk). - Diagnose and resolve common technical issues including password resets and account unlocks, hardware and peripheral troubleshooting, software installation and configuration, VPN and remote access support, Microsoft 365 and Google Workspace issues, and network and Wi-Fi connectivity problems. - Follow documented Standard Operating Procedures (SOPs) and knowledge base articles to resolve issues efficiently and consistently. - Escalate unresolved or complex tickets to L2/L3 t...