Entry-Level IT Help Desk Specialist

Focus; Madison (AL); On-site; USD 36,000 - 55,000; Full time

Job summary

Focus is seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The role requires basic IT knowledge, strong communication, and a problem-solving mindset to address hardware, software, and network questions.

The ideal candidate will handle inquiries with professionalism, document issues, and contribute to knowledge base resources while assisting in system monitoring and improving user satisfaction.

Qualifications

• High school diploma or equivalent; associate degree in IT or related field preferred.
• Experience in a customer service or technical support role is advantageous but not mandatory.
• Basic understanding of computer systems, mobile devices, and tech products; familiarity with remote desktop apps and help desk software is a plus.
• Strong verbal and written communication skills with ability to explain technical concepts to non-technical users.
• Ability to troubleshoot and resolve basic technical issues efficiently.
• Detail-oriented and able to manage multiple tasks and priorities.
• Ability to work collaboratively within a team environment and contribute to team objectives.

Responsibilities

• Provide first-line technical support to users via telephone, email, or in-person.
• Diagnose and resolve basic technical problems by gathering information and using provided tools.
• Escalate complex issues to higher-level teams with thorough documentation.
• Maintain accurate records of user interactions and resolutions in the ticketing system.
• Contribute to user guides and knowledge base articles to help users resolve common issues.
• Assist in monitoring system performance and report irregularities to senior IT staff.
• Deliver exceptional customer service with a professional demeanor and timely issue resolution.

Skills

Customer service

Technical support

Communication skills

Problem solving

Teamwork

Education

High school diploma

Associate degree in IT

Tools

Remote desktop applications

Help desk software

Job description

Focus is seeking a dedicated Level 1 Help Desk Technician to provide first-line technical support to our users. The role requires basic IT knowledge, strong communication, and a problem-solving mindset to address hardware, software, and network questions.

The ideal candidate will handle inquiries with professionalism, document issues, and contribute to knowledge base resources while assisting in system monitoring and improving user satisfaction.