Level 1 Helpdesk Suport - OSTechnical : Job Details

Job title: Level 1 Helpdesk Support

Job type: Contract

Salary: $20-$23/hr

Location: Initially hybrid/remote, with the position eventually transitioning to on-site work in Westlake Village, CA.

The Level I IT Support Services Technician is responsible for providing effective diagnostic evaluation, incident tracking, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.

Key Responsibilities:

• Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing issues with computer-related technologies.
• Research and guide users through diagnostic procedures to determine the root cause.
• Manage employee logins, approvals, emails, and menu-level accounts.
• Log and track calls using a problem management database, maintaining historical records.
• Identify and resolve POS hardware issues, including requesting replacement equipment and ensuring proper installation at store locations.
• Communicate with escalation teams to ensure issues are resolved in a timely and efficient manner, including network, phone, or power-related problems.
• Maintain a strong understanding of all supported systems and services.
• Contribute innovative ideas to continuously improve the support provided.
• Perform other duties as assigned.