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Key Responsibilities and Required Skills for Level 1 Support

💰 $ - $

IT SupportHelp DeskTechnical SupportService Desk

🎯 Role Definition

A Level 1 Support professional is the first point of contact for end users seeking technical assistance within an organization or from external customers. This role focuses on quickly diagnosing, troubleshooting, resolving, or escalating basic hardware, software, and network issues while providing outstanding customer service. The Level 1 Support role ensures minimal disruption to user productivity, maintaining high support standards, accurate documentation, and adherence to Service Level Agreements (SLAs).

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Intern
  • Technical Support Assistant
  • Desktop Support Trainee

Advancement To:

  • Level 2 Support Technician
  • Systems Support Specialist
  • IT Support Analyst

Lateral Moves:

  • Service Desk Coordinator
  • IT Customer Support Specialist

Core Responsibilities

Primary Functions

  1. Serve as the first line of support for all technical incidents and service requests via phone, email, chat, or ticketing system.
  2. Log, categorize, prioritize and track all support tickets to ensure timely and efficient resolution.
  3. Troubleshoot basic hardware issues, including desktops, laptops, peripherals, and mobile devices.
  4. Diagnose and resolve common software problems, including application errors, email issues, and operating system faults.
  5. Assist users with password resets, account unlocks, and access permission requests while following security protocols.
  6. Provide basic network support including connectivity checks, Wi‑Fi assistance, and VPN troubleshooting.
  7. Install, configure, and update approved software packages and operating system patches.
  8. Set up new user workstations, peripherals, and devices according to company standards.
  9. Escalate complex or unresolved issues to Level 2, Level 3, or specialized support teams with detailed diagnostic information.
  10. Communicate clearly and professionally with users to explain technical solutions in plain language.
  11. Monitor ticket dashboard, alerts, and system events to proactively identify potential issues.
  12. Maintain accurate documentation of tickets, troubleshooting steps, resolutions, and user interactions.
  13. Contribute to and update the internal knowledge base with common issues and solutions.
  14. Follow up with users to ensure issues are resolved to their satisfaction.
  15. Ensure compliance with SLAs and departmental performance targets.
  16. Assist with basic IT asset inventory, tagging, and equipment tracking.
  17. Provide guidance on good IT practices and basic cybersecurity hygiene to users.
  18. Support rollouts of new applications and tools by assisting users during transition periods.
  19. Participate in training sessions to improve technical skills and service quality.
  20. Assist with service desk reporting, metrics, and performance analysis.

Secondary Functions

  • Support ad‑hoc data requests and exploratory data analysis related to support trends and system performance.
  • Contribute to the organization's data strategy and roadmap by identifying recurring issues and improvement opportunities.
  • Collaborate with business units to translate data needs into engineering or support requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering or IT operations team.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency in help desk and ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
  • Basic troubleshooting of computer hardware, peripherals, and mobile devices.
  • Strong understanding of Windows and macOS operating systems.
  • Ability to configure, update, and deploy software applications.
  • Knowledge of Active Directory or account management systems.
  • Basic networking fundamentals (LAN/WAN, Wi‑Fi, VPN).
  • Familiarity with remote desktop and support tools.
  • Skill in documenting problems, steps taken, and resolutions in help desk systems.
  • Experience with password resets, user account provisioning, and access control.
  • Ability to escalate issues and compile detailed technical notes for higher‑tier support.

Soft Skills

  • Excellent verbal and written communication skills to interact with technical and non‑technical users.
  • Strong customer service orientation and patience with end users.
  • Problem‑solving mindset to diagnose and resolve issues promptly.
  • Attention to detail in documentation and follow‑up with users.
  • Ability to prioritize multiple support requests under pressure.
  • Teamwork and collaboration with IT colleagues and other departments.
  • Adaptability to evolving technology environments and support tools.
  • Time management to balance ticket volume and resolution deadlines.
  • Professional demeanor and customer‑focused attitude.
  • Initiative to contribute to knowledge base updates and process improvements.

Education & Experience

Educational Background

Minimum Education:
High school diploma or equivalent; technical training or certification in IT support preferred.

Preferred Education:
Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Administration
  • Systems Support

Experience Requirements

Typical Experience Range:
0–3+ years of experience in IT support, help desk, or customer service roles, with exposure to troubleshooting and ticket management.

Preferred:
Experience supporting enterprise IT systems, troubleshooting in high‑volume environments, and familiarity with service level agreements (SLAs).

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