IT Helpdesk Level I - Acture Solutions

Acture Solutions is seeking a dedicated and customer-focused onsite Helpdesk Level I Technician to join our IT support team. The ideal candidate will provide first-line technical support to end-users, ensuring prompt and efficient resolution of desktop, software, and application-related issues. This role requires excellent problem-solving skills, effective communication, and a commitment to delivering high-quality service.

Your Role: We are seeking a motivated and customer-focused Level One Helpdesk Technician to join our IT team. The ideal candidate will be the first point of contact for all technical support requests. As a Level One Helpdesk Technician, you will be responsible for troubleshooting basic IT issues, escalating more complex problems to higher-level support staff, and ensuring that users' technical issues are resolved in a timely and efficient manner.

Your Impact:

• Provide first-line technical support to end-users via phone, email, and helpdesk ticketing systems.
• Diagnose and troubleshoot basic hardware and software issues on desktops, laptops, mobile devices, and peripherals.
• Assist with password resets, account unlocks, and basic user administration tasks.
• Follow standard procedures for troubleshooting, resolving, or escalating technical issues.
• Log all support requests and ensure they are tracked, documented, and resolved within established SLAs (Service Level Agreements).
• Maintain a professional and customer-oriented attitude while assisting users with their technical issues.
• Assist in the setup, installation, and configuration of new hardware and software for end-users.
• Monitor and respond to system alerts and notifications to ensure systems remain operational.
• Escalate complex or unresolved issues to the Level Two Helpdesk or IT support team as needed.
• Provide remote assistance using remote support tools to resolve issues.

Who You Are: Required Qualifications

• Basic knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common desktop applications.
• Familiarity with basic networking concepts (e.g., IP addressing, Wi-Fi, VPN).
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational and time management skills.
• Willingness to learn and adapt to new technologies.
• 0-2 years of experience in IT helpdesk or customer support role.
• Experience working with helpdesk ticketing systems Autotask is a plus.
• Previous experience in troubleshooting hardware, software, and network issues.

Work Schedule:

This is a full-time onsite position in Albany, NY, Mon-Fri, 8a-5p ET.

Who We Are: Acture Solutions has been a trailblazer in the technology solutions industry for over four decades in Upstate NY. Offering innovative 360º IT solutions, we pride ourselves on being the antithesis of traditional MSPs. Under new leadership in the past five years, we have experienced exponential growth, earning recognition on Inc. Magazine's Fastest Growing Companies List for two consecutive years. Our team comprises tenacious analytical people dedicated to delivering excellence to our clients. With plans to double in size over the next three years, we are seeking committed individuals who want to grow with us and contribute to our continued success.

What We Offer:

At Acture Solutions, we offer a competitive compensation package that includes a medical insurance plan with zero deductible, vision and dental coverage, a 401k plan, and a generous PTO policy. Our expected annual salary range is $45,000 to $55,000, commensurate with experience. We are an Equal Opportunity Employer, valuing a diverse team that consistently delivers high-quality work with a positive attitude.

Our Culture:

Renowned for our excellence in the industry, Acture Solutions is at a pivotal point in its journey, shaping an even brighter future. We prioritize a "people first" culture, where respect and quality take precedence over profit. With ambitious standards for quality and performance, we foster a fun, respectful, and inclusive environment where every team member contributes to our collective success.

Join Us:

Step into a role that challenges and rewards you in equal measure. At Acture Solutions, we offer a dynamic work environment where collaboration, inclusivity, and impactful projects flourish. Apply now to become a part of our team and help shape our exciting future. Please note that Acture Solutions requires valid driver's licenses and criminal background checks for all positions.

A criminal background check and having a valid drivers license are requirements for this position.