Level 1 IT helpdesk technician

Coforge; Sioux Falls (SD); On-site; USD 42,000 - 56,000; Full time

Job summary

Coforge is seeking a Level 1 IT Helpdesk Technician in Sioux Falls, SD for onsite support. Responsibilities include acting as the first contact for technical assistance, diagnosing issues across software, hardware, printers, and basic networking, and providing Windows OS/Office support.

The role requires 1–3 years in a help desk or technical support position, strong troubleshooting, and experience with ServiceNow or BMC Remedy. Excellent communication and multitasking are essential.

Qualifications

• 1–3 years of experience in a Help Desk or Technical Support role.
• Strong troubleshooting skills for Windows OS and Office applications.
• Experience with ticketing tools such as ServiceNow and BMC Remedy.
• Basic networking concepts including TCP/IP and VPN.
• Excellent written and verbal communication; customer-focused mindset.
• Ability to handle multiple requests in a fast-paced environment.
• Employment Type: Full-time
• Work Arrangement: Onsite (Work from Office)

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot software, hardware, printer, and basic network issues.
• Provide technical support for Windows OS, Office Suite, and desktop applications.
• Guide users through step-by-step solutions and resolve issues promptly.
• Escalate unresolved incidents to higher-level support teams as needed.
• Document incidents, troubleshooting steps, and resolutions in ServiceNow or BMC Remedy.
• Follow up with users to ensure issues are resolved and satisfaction achieved.
• Maintain service records and technical documentation.
• Adhere to SLAs and organizational standards.
• Collaborate with internal IT teams to resolve complex issues.
• Deliver professional, customer-focused support with high service quality.
• Stay updated on support tools, systems, and best practices.

Skills

Windows OS

Microsoft Office

ServiceNow

BMC Remedy

Technical Support

Help Desk

Networking basics

Tools

ServiceNow

BMC Remedy

Job description

Job Title - Level 1 IT Helpdesk Technician

Experience - 1 - 3 years

Skills - Windows OS, Microsoft Office Suite, ServiceNow, BMC Remedy, Technical Support, Help Desk Support, Basic Networking

Job Description

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot software, hardware, printer, and basic network-related issues.
• Provide technical support for Windows OS, Microsoft Office Suite, and common desktop applications.
• Guide users through step-by-step solutions and resolve issues in a timely manner.
• Escalate unresolved incidents to higher-level support teams when required.
• Accurately document incidents, troubleshooting steps, and resolutions in ServiceNow or BMC Remedy.
• Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
• Maintain service records and technical documentation.
• Ensure adherence to Service Level Agreements (SLAs) and organizational standards.
• Collaborate with internal IT teams to resolve complex technical issues.
• Deliver professional and customer-focused support while maintaining high service quality.
• Stay updated on support tools, systems, and troubleshooting best practices.

Minimum Knowledge, Skills, and Abilities Required

• 1–3 years of experience in a Help Desk, Service Desk, or Technical Support role.
• Strong troubleshooting skills related to Windows operating systems and Microsoft Office applications.
• Experience working with ticketing tools such as ServiceNow and/or BMC Remedy.
• Basic understanding of networking concepts, including TCP/IP, VPN, and connectivity issues.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to manage multiple support requests in a fast-paced environment.
• Employment Type: Full-time
• Work Arrangement: Onsite (Work from Office)