Help Desk Support Technician (Level 1)

Socket.dev; Clearwater (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Socket.dev in Clearwater, FL is seeking a Level 1 Help Desk Support Technician to provide first-line technical assistance to users. You will respond to requests via phone, email, or ticketing system and help diagnose hardware, software, and network issues.

The role emphasizes strong communication, customer service, and the ability to work independently or in a team in a fast-paced environment. Prior help desk experience is a plus, with opportunities for training and advancement within Socket.dev.

Qualifications

• High school diploma or equivalent; certifications are a plus.
• Basic hardware, OS (Windows), and common software familiarity.
• Experience with M365 installations is a plus.
• Excellent communication and customer service skills.
• Ability to troubleshoot technical issues methodically and efficiently.
• Strong problem-solving and attention to detail.
• Ability to work independently or in a team in a fast-paced environment.
• Prior help desk or technical support experience preferred but not required.

Responsibilities

• Respond to and resolve basic issues via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network problems to identify root causes.
• Escalate complex issues to higher-level teams.
• Document support activities and maintain records of user interactions and resolutions.
• Assist with setting up and configuring new hardware and software for users.
• Provide guidance and basic training to users on common applications and systems.
• Maintain knowledge of current technology trends and support procedures.

Skills

Strong communication

Customer service

Problem solving

Teamwork

Independent worker

Education

High school diploma or equivalent

Technical certifications welcomed

Tools

Windows OS

Microsoft 365

Atera

Job description

Description

Help Desk Support Technician (Level 1)

Join our dynamic IT support team as a Level 1 Help Desk Support Technician, where you will play a vital role in providing first-line technical assistance to our users. This position offers an excellent opportunity to develop your IT skills in a fast-paced environment while contributing to the smooth operation of our organization’s technology infrastructure.

Key Responsibilities:

- Respond to and resolve basic technical issues reported by end-users via phone, email, or ticketing system (Atera)

- Troubleshoot hardware, software, and network problems to identify root causes

- Escalate complex issues to higher-level support teams when necessary

- Document support activities and maintain accurate records of user interactions and resolutions

- Assist with setting up and configuring new hardware and software for users

- Provide guidance and basic training to users on common applications and systems

- Maintain knowledge of current technology trends and support procedures

Skills and Qualifications:

- High school diploma or equivalent; relevant technical certifications are a plus

- Basic understanding of computer hardware, operating systems (Windows), and common software applications

- Experience with M365 installations helpful

- Excellent communication and customer service skills

- Ability to troubleshoot technical issues methodically and efficiently

- Strong problem-solving skills and attention to detail

- Ability to work independently and as part of a team in a fast-paced environment

- Prior experience in a help desk or technical support role is preferred but not required

We foster a collaborative and growth-oriented culture, offering opportunities for professional development and advancement within our organization. If you are passionate about technology and eager to support users in resolving their technical challenges.