Level 1 Helpdesk

Winston Salem, NC 27101

Posted: 06/03/2019 Employment Type: Permanent Industry: IT Job Number: 1319 Pay Rate: Negotiable

Lighthouse Technology Services is seeking Helpdesk Level 1 Consultants in Winston Salem, NC for a direct hire opportunity.  

The Service Desk provides 24/7 support to end users. This is a fast paced environment that requires exception customer service skills. The Level 1 Service Desk Analyst directly reports to the Service Desk Manager. The Level 1 Analyst is responsible for working directly with end users and escalating issues to Level 2 Analysts as required.

Core Responsibilities:

  • Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
  • Document processes and procedures related to support activities.
  • Ensure that all problems and requests are logged and tracked in the ticketing system correctly and accurately.
  • Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members.
  • Work with the other Analysts to meet and/or exceed the Local and Global KPI requirements that are assigned by management.

Skills & Knowledge:

  • Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
  • Installing and troubleshooting printers and other peripherals.
  • Working knowledge of cloud software solutions, i.e. Office 365
  • Excellent Customer service skills
  • Excellent written and oral communication skills
  • Strong organization skills
  • Strong interpersonal skills
  • Solid understanding of TCP/IP and networking principles
  • Desire to learn and be part of a team
  • Strong analytical ability to troubleshoot complex problems

Minimum Education or Relevant Experience:

  • Two or four year degree in Computer Science or equivalent technical training
  • Demonstrated customer service skills
  • Minimum of 1 year in IT customer support

Drug testing and/or other employment related inquiries may be conducted

All interested individuals MUST be able to work on a W2 Tax basis (no C2C or 3rd Party Vendors)

Lighthouse is an E-Verify Company

Minimum Education or Relevant Experience:

  • Two or four year degree in Computer Science or equivalent technical training
  • Demonstrated customer service skills
  • Minimum of 1 year in IT customer support

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