Help Desk Technician Level I

Acupath Laboratories, Inc.; Plainview (NY); On-site; USD 42,000 - 55,000; Full time

Job summary

Acupath Laboratories, Inc. in Plainview, NY, is seeking a Help Desk Level I technician to provide first-line technical support to end users. You will resolve routine hardware, software, and network issues, document incidents, and escalate complex problems as needed.

The role emphasizes customer service, accurate ticketing, and adherence to security policies. Some evenings, weekends, or on-call rotation may be required, with training provided.

Qualifications

• High school diploma or equivalent; associate degree in IT/CS preferred.
• 1–2+ years in customer service or technical support (help desk a plus).
• Working knowledge of Windows, Office 365, and common desktop apps.
• Familiarity with ticketing systems like ServiceNow, Zendesk, Jira Service Management.

Responsibilities

• Respond to user requests via phone, email, chat, or tickets promptly.
• Troubleshoot and resolve basic issues: password resets, software config, hardware problems, connectivity.
• Create, update, and close tickets with documented symptoms and steps.
• Escalate unresolved issues to Level II/III per guidelines.
• Maintain inventory records and assist with asset tracking.
• Provide clear user guidance to prevent recurring issues.
• Adhere to security policies and company procedures.
• Participate in ongoing training and stay current with supported systems.

Skills

Windows OS

Microsoft Office 365

Communication

Team player

Customer service

Documentation

Basic troubleshooting

Education

High school diploma or equivalent

Associate degree in IT/CS or related field preferred

Tools

ServiceNow

Zendesk

Jira Service Management

Remote support tools

Job description

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.