IT Helpdesk Technician Level 1

Level 1 IT helpdesk technician 

Onsite role: Sioux Falls, SD 57108

Contract

Job Description

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 ServiceNow, 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.