Help Desk Level I

The Level I Help Desk Technician is an entry-level IT support role responsible for providing first-line technical assistance to end users. This position handles routine hardware, software, and network issues, documents incidents, and escalates complex problems to higher-level support teams. The goal is to resolve issues quickly and accurately while delivering excellent customer service.

Key Responsibilities:

• Respond to user requests via phone, email, chat, or ticketing system in a timely and professional manner.
• Troubleshoot and resolve basic technical issues, including:
  • Password resets and account lockouts
  • Software installation, configuration, and common application errors (e.g., Microsoft Office, browsers, email clients)
  • Hardware problems (printers, monitors, keyboards, mice, basic laptop/desktop issues)
  • Connectivity issues (Wi-Fi, VPN, basic network troubleshooting)
• Create, update, and close tickets in the help desk system, accurately documenting symptoms, troubleshooting steps, and resolutions.
• Follow established procedures and knowledge base articles for common problems.
• Escalate unresolved or complex issues to Level II/III technicians or specialized teams according to escalation guidelines.
• Maintain accurate inventory records and assist with basic asset tracking.
• Provide clear instructions and guidance to users to help prevent recurring issues.
• Adhere to security policies, data privacy standards, and company procedures.
• Participate in ongoing training and stay current with supported systems and tools.

Required Qualifications:

• High school diploma or equivalent; associate degree in Information Technology, Computer Science, or related field preferred.
• 1–2+ years of experience in customer service, technical support, or a related IT role (internships or help desk experience a plus).
• Working knowledge of Windows, Microsoft Office 365, and common desktop applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is advantageous.
• Strong verbal and written communication skills with a customer-focused attitude.
• Ability to follow procedures, document work clearly, and work effectively in a team environment, and provide instruction in use of equipment and software.
• Basic troubleshooting and problem-solving skills.
• Willingness to work shifts that may include evenings, weekends, or on-call rotation (depending on the organization).
• Perform other duties as assigned.

Preferred Qualifications:

• CompTIA A+ certification (or willingness to obtain it).
• Experience with Active Directory, basic networking concepts (TCP/IP, DNS, DHCP), or remote support tools.
• Knowledge of ITIL foundations or service desk best practices.

Soft Skills:

• Clear and concise communication (both technical and non-technical language).
• Attention to detail and strong organizational skills.
• Ability to multitask and manage time effectively in a fast-paced environment.

About Us:
Founded in 1998 and based in Plainview, NY, Acupath Laboratories is a well-established and respected nationwide provider of specialized anatomic pathology services, focusing on areas like urology, gastroenterology, and hematology/oncology and a singular focus on client needs and a commitment to innovation and quality.