Ponka

JOB TITLE : Help Desk Technician Level 1 REPORTS TO : Director of IT (U.S.-Based) LOCATION : India HOURS : 8:30 a.m. - 5:00 p.m. EST JOB SUMMARY: We are seeking a skilled and motivated Help Desk Technician Level 1 to join our IT team. The ideal candidate will have a strong foundation in technical support and excellent communication skills. This role involves providing front-line support to end-users, diagnosing technical issues, and escalating complex problems to senior IT staff. The position requires a service-oriented approach, strong troubleshooting capabilities, and the ability to operate effectively in a team environment. RESPONSIBILITIES AND DUTIES: Create, respond to, and resolve IT support tickets; escalate unresolved issues to appropriate team members. Support and maintain all PCs, printers, peripherals, and perform basic LAN/WAN troubleshooting. Diagnose hardware and software issues and implement effective solutions independently. Update and contribute to the internal Knowledge Base to improve team efficiency. Adhere to standard IT support procedures, ensuring proper documentation and issue resolution. Collaborate with senior IT staff on ongoing and upcoming projects (e.g., Windows 10 migration, Office 365 deployment). Demonstrate accountability by taking ownership of assigned issues with minimal supervision after training. WORKING CONDITIONS: The role requires flexible working hours to collaborate effectively with U.S.-based teams, primarily operating in Eastern Standard Time (EST). A reliable internet connection and a professional home office setup are essential for virtual meetings, secure procurement systems, and data access. The position may occasionally involve early morning or evening meetings to accommodate cross-time-zone coordination. The role also involves extended periods of computer use and regular engagement through digital communication tools. Basic Active Directory (AD) and email account maintenance. HTML/Web design and website troubleshooting. Desktop/laptop repair, hardware replacement, and system rebuilds. Strong multitasking abilities and experience handling time-sensitive issues. Excellent verbal and written communication skills. Must be self-motivated, reliable, and capable of working independently or as part of a team. PREFERRED : Working knowledge of mobile devices to include iPhone, iPad, Surface, etc. Mac OS, iOS Dreamweaver Crystal Reports, SQLuated QUALIFICATIONS : Minimum 2 years of relevant IT support or Help Desk experience. Proficiency in Windows 7 (required) and Windows 10 (preferred). Location - Mumbai, Delhi / NCR, Bengaluru , Kolkata, Chennai, Hyderabad, Ahmedabad, Pune, Remote (WFH)