HelpDesk/Desktop level 1

HelpDesk Level 1

Santa Rosa, CA

Perm/Direct Hire Role


Kelly IT is currently working directly with an awesome managed service provider company that provides a full range of technical services to small and medium sized, local to the Santa Rosa area, businesses!!

Due to the continuous and steady increase of new companies and clients being added in their support queue, they are currently looking, URGENTLY, for an ambitious, customer service minded entry-level HelpDesk Level 1/Tier 1 IT Support Professional, which there they internally refer to as their 1st line of technical defense, i.e. a “Tier 1 Service Desk Technician.”

Again, this will be right away, a permanent, direct hire opportunity and they are ready to offer competitive salaries, excellent benefits, challenging work, constant opportunities for career growth, ongoing training, and a great team to work with and learn from!!!

HelpDesk Level 1 Role:

HelpDesk Level 1 role is the perfect entry level technical position for someone with a passion for customer service, an astute problem solver, has an innate ability to navigate a wide range of technical issues, and is a quick learner. The ideal person will thrive in a fast-pasted and dynamic environment, loves talking with people, and enjoy working in a team environment. If being a member of the service desk team at a small local office, focused on helping small to mid-sized businesses perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, we’d love to hear from you!  

HelpDesk Level 1 Responsibilities:

• Be the first point of contact for customers by phone, email, or automated alerts from our remote monitoring and management tool.

• Provide initial triage work on customer issues: clearly define the problem, identify its seriousness, and determine the appropriate response.

• Handle customer issues, keeping the customer up to date with progress and answering any questions they may have.

• Configure and install new workstations.

• Perform network infrastructure troubleshooting.

• Repair, install, manage and support servers, personal computer hardware, and peripherals.

• Monitor and maintain network systems and troubleshoot problems that arise in client networks.

• Follow the Tier 1 process and documentation requirements for all tickets processed.

• Serve as an internal Customer Advocate for the specific clients assigned to you.

HelpDesk Level 1/Tier 1 Experience:

•Exceptional customer service and communication skills. Has the ability to articulate technical issues to non-technical people.

•Strong written communication skills in documentation and communicating with customers through multiple platforms.

•Experience following process and familiarity with using CRM systems.

•A college degree in computer science or related field, preferred.

•You must have a good driving record as you may be asked to drive either your own vehicle or a company car on service calls.

•At least one years’ experience (or equivalent education) in the following areas:

Windows PCs: 

                Install and manage Windows operating systems in both Workgroup and Domain environments.

                Set up new PCs and migrate applications/data from old PC to new PC

                Working knowledge of common Windows applications (Office 365, Adobe apps etc.)

                Troubleshoot and repair common hardware problems to the subassembly level (power supply failure, hard drive failure, video graphics card failures, etc.)

Windows Servers

                Implement and manage Active Directory and DNS services

                Setup and manage network security and file/folder security

                Manage certificates in Certificate Authority

                Manage print servers

Exchange Servers

                Configure mail security, e.g. sender policy, recipient filtering, block lists

                Backup/restore mailboxes and public folders

                Database and PST management

                Outlook Web Access

Other Required Skills

                Virus removal

                Spam counter-attack strategies

                Manage and troubleshoot Local Area Networks



Why Kelly®?

By partnering with Kelly® IT, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

Kelly complies with the requirements of the Fair Chance Initiative. A conviction record does not automatically bar individuals from employment.

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