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.