IT Helpdesk Level 1 Support

IT Helpdesk Level 1 Support

Department : IT

Compensation : $18 / hr starting ($19 after successful 90 day probation period / Not a remote position)

Level : Associate

Duties :

• React and troubleshoot incidents with PC, Mac, iOS, Android devices
• Maintain / troubleshoot onsite network equipment
• Maintain / troubleshoot onsite WMS system
• Maintain and update the accurate inventory of all company assets
• Accurately document problems / tasks in the ticketing system (Jira / Asana) for future reference
• Assist in creating materials (SOP) for end-user frequently asked questions (FAQs)
• Escalate issues to the Level 2, Level 3 Support
• Meet agreed upon service level agreements (SLAs), and achieves key performance indicators (KPIs)
• Troubleshoot and maintain robotics systems, including hardware and software, while documenting issues and resolutions in detailed logs.
• Coordinate with the IT Lead, and IT Manager when escalating level 1 and 2 tasks.
• Primary work location is Arlington, with flexibility to commute and provide coverage at our North Richland Hills office as needed.