Interscale Content Hub – The IT support level 1 role is the first point of contact for a lot of different issues, from password resets to basic hardware and software troubleshooting.
Why is level 1 support so handy for a lot of companies? Let’s picture a company’s IT setup as a pyramid.
The IT support level 1 team is the foundation. They deal with the most common and frequently occurring issues, making sure everything runs smoothly day to day.
This frees up time for senior IT staff to focus on more complex problems.
So, could we go into a bit more detail? Let’s dig into the details below.
The Importance of Level 1 Support in the IT Hierarchy
In the complex structure of IT support, the Level 1 role is the first point of contact.
Level 1 technicians are the backbone of IT support. They keep an organisation’s tech running smoothly.
Their ability to quickly and effectively solve common issues directly impacts user satisfaction and productivity. This approach means that senior IT staff can focus on more complex issues.
BMC also points out how important Level 1 support is in their guide, “IT SUPPORT LEVELS CLEARLY EXPLAINED: L1, L2, L3 & MORE.”
BMC says these professionals are the backbone of any IT department. They do all sorts of things, from fixing hardware and software problems to resetting passwords and helping with software installations.
By getting to the bottom of basic issues quickly, they stop minor hiccups from becoming major disruptions, making sure the company keeps running smoothly.
For example, Tier 1 support, which handles basic help desk issues and service desk delivery, allows more complex issues to be escalated to higher tiers such as Tier 2 and Tier 3, where experienced technicians can address them with deeper technical knowledge.
For your info, here’s a quick guide on how to get started with IT support; “How to Start an IT Help Desk from Scratch That Actually Solves Problems?“
What is an IT Support Level 1 Role?
An IT support level 1 role is the first line of person-to-person contact in the IT support hierarchy.
As laid out in the “IT Tier I Support Technician Program Syllabus” by Pat Erickson for Mountainland Technical College, the professionals in this role are the ones who deal with the initial technical issues reported by users.
The professionals deal with any questions or issues that come in via phone, email or live chat and do some basic troubleshooting and problem resolution.
IT support level 1 technicians are the go-to for common issues like password resets, software installation problems, and basic hardware malfunctions.
Their aim is to get these issues sorted as quickly as possible to avoid any disruption to the user’s work.
If they can’t solve a problem, they’ll pass it on to someone who can.
This role is pretty important in making sure any minor issues are resolved quickly, so more experienced technicians can focus on the bigger problems.
Another thing we need to mention is the focus on customer service skills as well as technical knowledge in Erickson’s training programme.
Skills for IT Support Level 1 Professionals
Technical Skills
It’s essential for IT support Level 1 professionals to have a solid technical background.
Erickson’s syllabus makes a big deal about being able to work with computer hardware, operating systems (like Windows, macOS, and Linux), and common software applications.
It’s also important to know about networking concepts, like TCP/IP, DNS, and DHCP, to help you diagnose and fix connectivity problems.
What’s more, the syllabus highlights the increasing importance of having knowledge of mobile devices and their operating systems (iOS, Android).
As mobile tech becomes more and more common in the workplace, it’s important that Level 1 technicians are able to deal with any issues that come up with these devices.
The course also prepares students for the CompTIA A+ certification, which shows employers that they’re technically proficient in handling various IT support tasks.
Customer Service Skills
As the first point of contact for users who are having technical issues, these technicians need to be able to interact with people from all sorts of backgrounds and at different levels of technical expertise.
As we all know, IT support technicians often help out by phone, email or in person.
This different platform shows how important it is to have good people skills.
Good communication means not only explaining technical solutions clearly, but also listening to users and showing you care.
Level 1 technicians need to be patient and understanding, as users might be feeling frustrated or anxious about their technical issues.
Erickson points out how important soft skills like active listening, problem-solving, and time management are.
Listening actively helps technicians understand the issue fully, while problem-solving skills allow them to come up with effective solutions.
Time management is a big part of being able to prioritise tasks and get user requests sorted in a timely manner.
Simply put, the people at level 1 need to be able to explain technical concepts in a way that non-technical users can easily understand.
Continuous Learning
In the ever-evolving landscape of IT, staying ahead of the curve is essential for Level 1 support professionals.
The BMC highlights the importance of continuous learning to keep pace with new technologies, emerging security threats, and industry best practices.
This can be achieved through online courses, certifications, and active participation in relevant forums and communities.
Erickson’s syllabus further emphasises the significance of continuous learning by incorporating it as a core component of the curriculum.
The program not only imparts technical knowledge but also fosters a learning mindset, encouraging students to proactively seek out new information and expand their skill sets.
That’s why Erickson’s priority is on practical training, peer mentoring, and getting people ready for certification in what is a continuous learning programme.
Common Issues Handled by IT Support Level 1
The BMC says a level 1 support technician usually helps with basic IT issues and delivers services. Therefore, level 1 focuses on solving problems and fulfilling requests that require IT involvement.
Erickson also goes into more detail about the types of issues that level 1 technicians are trained to handle.
This covers things like fixing basic operating system errors, helping with email clients and managing user accounts.
So, As the first port of call, level 1 support technicians are the go-to for all kinds of user issues.
The most common issue that IT support level 1 deals with is password resets. Other common issues are software installation and setup problems.
In these cases, technicians help users through the installation process or fix any errors that come up during setup.
Connectivity issues, such as problems with network access or internet connectivity, are also fairly common. These often require troubleshooting basic network settings and configurations.
Lastly, basic hardware troubleshooting, such as identifying and resolving issues with monitors, hard drives, and other computer components, is something level 1 technicians do all the time.
Or, you might find it helpful to take a look at “How to Outsmart the Competition with an Outsourced IT Help Desk?“
Tools and Technologies for Level 1 Support
BMC Software has picked out a few of the most popular third-party tools for help desk support, including Zendesk and Salesforce.
These platforms are a must for managing support tickets, tracking how issues are being fixed and keeping in touch with users.
They’ve got features like automated ticket routing, which makes sure tickets are assigned to the right people, so the support process is a lot more efficient.
Remote support tools are another must-have for the level 1 technician.
Apps like TeamViewer and AnyDesk let technicians access users’ devices remotely to diagnose and fix issues straight away.
Erickson also points out that it’s really important to get some hands-on training with different software and hardware tools.
The course outline covers the use of network diagnostic tools, system monitoring apps and security software.
These tools help technicians do things like set up networks, keep an eye on system performance, and take basic cybersecurity measures.
For instance, network diagnostic tools are really useful for spotting connectivity issues and making sure all the network components are working properly.
Overwhelmed by IT Issues? You’re the Hero, We’re Your Guide
A lot of businesses find themselves struggling with poor IT support, which can lead to costly downtime and unhappy employees.
Have you been in a similar situation? Are you fed up with IT problems getting in the way of your productivity?
At Interscale, we’ve got a full suite of services for you, from on-demand IT support to fully managed IT and cloud solutions. Whatever your needs, we’ve got you covered.
In the past year, we’ve successfully closed over 8,553 tickets and delivered 85 projects in the last 18 months.
Our helpdesk is pretty quick, with an average wait time of just 1 minute. And we resolve 90% of tickets within an hour.
So, what does all of that mean for you?
We want to give you the tools and know-how you need to make your IT helpdesk as effective as possible.
Our platform gives you all the reporting and analytics you need to track your KPIs and see where you can do better.
Our expert consulting services will help you develop and implement strategies for continuous enhancement so that your IT helpdesk can operate at its best.
We know we’ve got a lot to offer. We understand if it all seems a bit confusing at first. So we’d really love it if you could take a look at what we do for our clients and see for yourself.
Feel free to take a look at our Interscale IT Help Desk Support Service page.
We’d also be happy to run through a few more tweaks with you if you need to make a few more changes.
Let’s grab a coffee and get together soon. We’re here for you 24/7, whenever you need us to discuss any aspect of your IT support level 1 role.
