Interscale Content Hub – Level 1 IT support is the first point of contact for users with technical issues. So, what is a level 1 IT support job description?
IT support is usually divided into three levels: Level 1, Level 2, and Level 3. Let’s define each level:
- Level 1: Solves basic problems.
- Level 2: Solves more complex problems that Level 1 can’t.
- Level 3: Handles highly technical issues.
As you can see, each level has different expertise and responsibility, and addresses issues in different ways.
Now, let’s talk more about level 1.
What is Level 1 IT Support?
Level 1 IT support, also known as Tier 1 or first-line support, is the first place you’ll go for technical help within an organisation.
Level 1 technicians deal with basic issues that can be fixed pretty quickly, like password resets, software installation help, and simple troubleshooting.
They’re on hand to help right away through different ways of contacting them, like phone, email, and live chat.
The main aim of these technicians is to get issues sorted quickly or pass them on to someone who can help if they need more technical know-how.
So, for instance, in a company, a Level 1 technician might help someone who can’t get into their email because they’ve forgotten their password.
By following a script, the technician can quickly verify the user’s identity and reset the password, giving them access again.
Importance of Level 1 IT Support
Level 1 IT technicians are the first line of defence against technical disruptions, making sure that any issues are addressed as soon as possible.
If we can quickly fix common problems, we can keep productivity up and downtime to a minimum.
If you can get to the bottom of things quickly, you can avoid any downtime and the costs that come with it.
Yes, level 1 IT technicians are quick to help, which makes users happier and more productive.
What’s more, by taking care of the everyday stuff, they free up the higher-level IT staff to focus on more complex projects.
In other words, Level 1 support acts as a filter, passing more complex issues on to Level 2 or Level 3 support, where more experienced technicians can provide more specialised help.
Just to give you some context on what we mean, kindly read “What is a Help Desk Skill: 101 Integrity for a Smooth User Experience.”
Responsibilities of a Level 1 IT Support Technician
Basic Troubleshooting
Level 1 IT support technicians are the first port of call for basic technical issues.
They diagnose and fix hardware and software problems, help with login issues, and show users how to do basic troubleshooting.
This role often involves following a set of instructions to make sure everything is done the same way every time.
So, if an employee’s computer won’t boot, a Level 1 technician would check the power connections, hardware status and run some basic software checks to find out what’s wrong and fix it.
Ticket Management
It’s pretty important to have good ticket management for Level 1 IT support. Technicians are in charge of creating and managing support tickets, ensuring all issues are logged and tracked properly.
They sort the tickets into different categories based on how important they are and what the problem is, so that they can deal with the most important ones first.
If we had a critical network outage, we’d get on it straight away. But if it was just a minor software update request, we’d schedule it for later.
Customer Interaction
One of the main things you’ll be doing in a Level 1 IT support role is interacting with customers or end-users.
Technicians need to be able to communicate clearly and effectively, giving instructions and updates in a way that’s easy to understand.
It goes without saying that strong customer service skills are essential. Technicians need to be patient and empathetic, helping users feel supported and valued.
For instance, if a technician is helping a user with a software application, they should be able to explain the steps in simple terms so that the user feels comfortable and supported.
Documentation
Documentation is vital for Level 1 IT support. It’s important for technicians to document all interactions, resolutions, and steps taken to resolve issues.
This documentation helps us keep an eye on recurring problems and gives us useful insights for making things better all the time.
It also helps you find the info you need when you’re dealing with a similar issue in the future, so you can resolve it more quickly.
Skills and Qualifications
To do a great job as a Level 1 IT support technician, you need to know your way around computers, networks and common software applications.
It goes without saying — technical proficiency is key. Technicians need to be able to navigate various operating systems and applications with confidence.
For instance, knowing about tools like Microsoft 365 and Azure is really useful, as these platforms are used a lot in business.
According to Emily Matzelle in CompTIA’s “Top IT Skills in Demand in 2024,” technical support and network management skills are among the most in-demand in the IT industry, which shows that there’s still a need for foundational IT knowledge.
Then, Level 1 technicians have to make sure that technical information is explained clearly and simply to non-technical users, so that support is both understood and appreciated.
This ability to explain technical stuff in simple terms is a big deal. Yep, this shows how important it is to have good interpersonal skills to make sure users have a good experience.
Then, the technicians have to be able to quickly diagnose and resolve technical issues, often under pressure.
This means using your brain to think logically and analytically.
Good problem-solving skills are really important for IT support, because they help technicians to keep things running smoothly and avoid any downtime.
Another must-have for Level 1 IT support technicians is a customer service orientation.
Patience and empathy are really important, as technicians often have to deal with users who are really frustrated about technical issues.
Providing a good user experience not only makes customers happier, but it also builds trust within the company.
Then, think about how most Level 1 IT support roles require at least a high school diploma or equivalent.
Having extra certifications like CompTIA A+ or Cisco Certified Support Technician (CCST) can really boost your job prospects and credibility in the field.
These certifications show that a technician has the right skills and knowledge, which makes them more attractive to potential employers.
For reference on technical skill, you can read “What is the Difference Between IT Helpdesk and Software Engineer?“
Tools and Technologies Used
Help desk software like Zendesk, Freshdesk, and BMC Helix is really useful for managing support tickets and customer interactions.
These platforms make it easier to track and resolve issues, which is important for keeping service levels up and keeping users happy.
Tools like TeamViewer and AnyDesk let technicians fix problems on users’ devices without being there in person.
Also, knowledge bases are great resources for Level 1 IT support technicians.
Internal and external knowledge bases provide reference materials and troubleshooting guides, which help technicians to resolve common issues.
These repositories of information help to make sure that support processes are standardised and that technical problems are addressed in the same way every time.
By using these resources, technicians can fix issues more quickly and easily, which helps keep things running smoothly.
How Empowering Your Level 1 Support with Effective
It’s no secret that level 1 support technicians face a lot of challenges.
They get a constant influx of tickets, they’re under pressure to resolve issues quickly, and they need to keep users satisfied.
That’s why we at Interscale have put together a range of solutions designed to make your IT support processes easier and give your team more power. How do we do that?
Our experienced technicians can handle a wide range of IT issues, from basic troubleshooting to complex problem-solving.
We don’t just react to problems – we keep an eye on your systems to spot potential issues before they cause any problems.
This proactive approach helps to stop your IT environment from going down and keep everything running smoothly.
Absolutely, we work closely with you to understand your unique challenges and provide solutions that fit your business. Our track record speaks for itself:
- 8,553 tickets closed in the past year
- 8,500 projects delivered in the last 18 months
- 90% of tickets are resolved within an hour.
These numbers show how we’re dedicated to providing fast, efficient, and effective IT support.
To find out how we can help with your IT support needs, kindly read our Helpdesk Support page here.
Or if you want to take the next step, we’d love to schedule a one-on-one chat to discuss your specific needs.
In Closing
Level 1 IT support is the first port of call for an organisation’s IT infrastructure. It offers crucial initial assistance to resolve common technical problems.
And a solid support system like Interscale can really help to improve IT help desk functions, providing great support and boosting productivity.
Knowing what a level 1 IT support job involves is important so that companies can deal with IT issues effectively.
