Sanapptx is seeking a Level 1 - Help Desk Support Specialist to join our dynamic IT team. In this role, you will be responsible for providing comprehensive infrastructure support to our clients' users. This position will involve both phone and in-person interactions, troubleshooting various technologies, including servers, backups, printers, networks, workstations, and more.
You will play a critical role in managing IT service requests, troubleshooting, and supporting end-users to resolve technical issues. As a key member of our infrastructure team, you will work collaboratively with other team members to complete global projects and escalate more complex issues to senior engineers when necessary. This is an on-site position requiring hands-on support and troubleshooting.
Essential Duties and Responsibilities :
- Manage and resolve IT service requests across the full infrastructure stack (servers, backups, networks, workstations, etc.).
- Use a centralized ticketing system to document and manage service requests efficiently.
- Troubleshoot and diagnose issues in a timely manner, providing end-user training when necessary.
- Collaborate with team members to address issues and contribute to global IT projects.
- Document processes, solutions, and procedures for use by other team members.
- Escalate service requests that require upper-level engineer support.
Preferred Technical Knowledge (Not all is required) :
- Microsoft 365 Suite and Office365 management
- Basic networking concepts
- Operating system installation and maintenance
- Computer and cloud hardware components
- Cybersecurity best practices
- Data backup methods and recovery procedures
- Monitoring and tracking tools
- VMware
- vSphere
- MDM
- Veeam
- Zendesk
- Cisco Meraki
Job Requirements:
- Understanding of IP addressing, DNS, DHCP, and basic router/switch configurations.
- Experience with Microsoft 365 user and account management, including troubleshooting email and application issues.
- Understanding of computer hardware, peripheral devices (printers, scanners), and network devices (modems, routers).
- Ability to diagnose and resolve basic technical issues related to desktops, laptops, servers, and networking.
- Awareness of basic security practices, such as password management, antivirus usage, and malware prevention.
- Knowledge of basic data backup methods and recovery procedures.
- Ability to think critically and logically when troubleshooting technical issues.
- A strong desire to develop and expand technical skills and grow within the company.