IT Help Desk Pro: Level 1 Support & Troubleshooting

Entre Computer Services, Inc.; Town of Morris (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Entre Computer Services, Inc. is seeking a Help Desk Technician to provide Level 1 support by phone, email, chat, and in person. You will troubleshoot common hardware, software, network, and account-access issues and document requests for escalation when needed.

The role supports users across Windows, Microsoft 365, and business applications, while maintaining IT documentation and contributing to knowledge-base articles.

Qualifications

• High school diploma or equivalent.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot problems logically and systematically.
• Comfortable learning new technologies and software.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide Level 1 technical support by phone, email, chat, and in person.
• Troubleshoot common issues involving computers, peripherals, and networks.
• Assist users with Windows, Microsoft 365, email, and other business applications.
• Create, update, and close help desk tickets with accurate documentation.
• Escalate complex issues to Level 2/3 support when needed.
• Maintain IT procedures and security policies.
• Contribute to IT documentation and knowledge-base articles.

Skills

Customer service

Communication

Troubleshooting

Prioritization

Learning new tech

Team collaboration

Education

High school diploma or equivalent

IT coursework / Associate degree

Tools

Microsoft 365

Active Directory

Help desk tickets

Windows OS

Job description

Entre Computer Services, Inc. is seeking a Help Desk Technician to provide Level 1 support by phone, email, chat, and in person. You will troubleshoot common hardware, software, network, and account-access issues and document requests for escalation when needed.

The role supports users across Windows, Microsoft 365, and business applications, while maintaining IT documentation and contributing to knowledge-base articles.