Level 1 IT Help Desk Technician

The Level 1 IT Help Desk Technician serves as the primary point of contact for end users who need technical assistance at Wehrung's Lumber and Home Center. This onsite role focuses on resolving basic hardware, software, and network problems, recording support activity, and routing more complex incidents to higher-level support teams.

Role Responsibilities

• Provide first-line technical support to end users via phone, email, or a ticketing system
• Troubleshoot and resolve basic issues involving operating systems, software, and hardware
• Support Microsoft 365 and other common business applications
• Assist with printers, peripherals, and mobile devices
• Address basic network connectivity issues including Wi-Fi, VPN, and LAN
• Log, track, and manage support requests within the help desk system
• Escalate unresolved or complex problems to Level 2/3 support
• Perform user account management tasks such as password resets, permissions, and onboarding/offboarding
• Install, configure, and update software and hardware
• Maintain documentation and contribute to the IT knowledge base
• Follow IT policies, procedures, and security protocols

Required Qualifications

• Basic knowledge of Windows and macOS operating systems
• Understanding of networking fundamentals
• Familiarity with Active Directory or similar systems
• Experience with ticketing systems
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication
• Strong customer service orientation
• Ability to prioritize and manage multiple tasks

Technologies

• Microsoft 365
• Active Directory
• Windows
• macOS
• Wi-Fi
• VPN
• LAN

Education and Experience

• High school diploma or equivalent required
• Associate degree in Information Technology or a related field preferred
• 0–2 years of experience in IT support or a help desk environment

Work Schedule and Pay

The position is scheduled Monday through Friday with a minimum of 45 hours. Overtime and weekends may be required to meet project schedules. The role is salaried, with pay commensurate with experience.

Benefits

• Medical Insurance
• Dental Insurance
• Vision insurance
• Company Sponsored Life Insurance
• Company Sponsored Long Term Disability Insurance
• Employee Assistance Program (EAP)
• 401k with a company match
• Paid time-off
• Employee discounts

Benefit Conditions

• Some benefits may have a waiting period or hours requirement
• Only full-time employees are eligible for health insurances and paid time off

Physical Requirements

• Prolonged periods of sitting and working at a computer
• Ability to lift and move basic IT equipment (up to 25 lbs)
• Ability to travel between workstations or locations if needed

Work Location

In person onsite work is required in Ottsville, PA.