We are seeking a dedicated Level 1 Help Desk Technician to join our IT support team. The ideal candidate will provide first-line technical support to end-users, ensuring prompt resolution of hardware, software, and network issues within a Windows and VMware environment. Responsibilities include troubleshooting and resolving user issues virtually and in-person at multiple sites, managing service requests, and escalating complex problems to higher-level support. The technician will also assist in maintaining system performance, performing routine maintenance tasks, and documenting solutions. Strong communication skills, a customer-focused attitude, and basic knowledge of Windows OS, VMware, and networking principles are essential. Prior experience in a help desk role is preferred. Join us to help ensure seamless IT operations and exceptional user support.How you'll make an impact:

• **User Support and Troubleshooting**: Provide first-line technical support to end-users, addressing hardware, software, and network issues promptly and efficiently.

• **Incident Management**: Log, track, and manage service requests and incidents using the help desk ticketing system, ensuring timely resolution and communication with users.

• **Windows OS Support**: Assist users with issues related to Windows operating systems, including installation, configuration, and troubleshooting.

• **VMware Support**: Provide basic support for VMware Horizon environment, including virtual machine setup, configuration, and troubleshooting.

• **Network Connectivity**: Troubleshoot and resolve basic network connectivity issues, including wired and wireless connections.

• **Documentation**: Maintain accurate and detailed documentation of support activities, solutions, and procedures to enhance knowledge sharing and future troubleshooting efforts.

• **Customer Service**: Deliver exceptional customer service by maintaining a professional and empathetic attitude, ensuring user satisfaction and positive experiences.

• **Escalation Management**: Identify and escalate complex issues to higher-level support teams or specialists when necessary, ensuring timely and effective resolution.

• **Training and Development**: Continuously improve technical skills and knowledge through training, certifications, and staying updated with the latest industry trends and technologies.

• **Projects**: Assist with managing and prioritize projects from the helpdesk eye to meet deadlines.

• **Mobility**: We have multiple sites across San Diego, and need someone who is comfortable being mobile.

About you:

• High school diploma
• 1 year experience with Windows/Office and basic Network Troubleshooting or equivalent training
• Network+ preferred, but not required
• Virtualization at a basic level preferred, but not required