Role Overview
The Help Desk Technician, Level 1 position is a full-time entry level position at Fayetteville Tech Repair. The core responsibilities of a Level 1 technician are responding to service requests via phone, email, chat, etc.; confirming customer information; creating service tickets with clear and thorough documentation; and providing first level troubleshooting and problem resolution. This position also includes real-time monitoring of end points and servers across our entire client base.
An ideal candidate will have a fundamental knowledge and understanding of basic networking and Windows environment fundamentals. Additional tasks performed include Active Directory password changes, Office 365 password changes, application password changes, patch management, backup management, etc. This is a full-time position that requires a solid technical foundation via formal education or real-world experience. A basic understanding of servers, networking, and computers is essential for success in the position.

• Excellent communication and customer service skills.
• Diligence in reviewing and following internal processes and documentation.
• Fosters client relationships and maintains client satisfaction.
• Team Player. Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Critical Thinker and able to drive results.
• Understanding of User Account administration in via Office 365 and Windows Server.
• Understanding of Patch Management fundamentals.
• Understanding of Backup Management fundamentals.
• Understanding of Network fundamentals, including DNS, DHCP, IP addressing and routing.
• Ability to serve in shift rotations.
• Read, write and understand technical manuals, procedural documentation and original equipment manufacturer guides.
• Participate in periodic technical meetings.
• Completion of a yearly training plan/required certifications.
• Any other task or duty as assigned or required.