Tier 1 Help Desk TechnicianThis is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience and visibility to Executive leadership. As an organization, we are in considerable growth mode through acquisition and with a laser focus on positive culture building.We are seeking a dedicated and customer-focused Tier 1 Help Desk Technician to join our IT support team. The ideal candidate will provide first-line technical support for hardware, software, and network-related issues.
As the initial point of contact for users seeking technical assistance, this position requires strong problem-solving skills, effective communication, and the ability to troubleshoot and resolve basic technical problems.On a typical day, you will be:Providing first-level technical support via phone, email, and chat for employees or customers facing technical issuesDiagnosing and resolving common IT issues related to hardware, software, and network connectivity (e.g., login issues, software errors, printing problems)Documenting and tracking issues through a help desk ticketing system, ensuring accurate records of issues and resolutionsEscalating unresolved issues to higher-tier support teams (Tier 2 or Tier 3) when necessary, while providing detailed information to assist in further troubleshootingAssisting with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standardsProviding guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practicesMaintaining an inventory of IT assets such as hardware, software, and peripheralsAssisting in setting up new users with accounts, systems, and equipmentFollowing standard operating procedures (SOPs) and maintaining a professional and courteous demeanor when communicating with usersPerforming other duties as assigned by the Help Desk Manager or the IT teamWho you are:Strong technical troubleshooting skills with the ability to diagnose and resolve common hardware and software issuesBasic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP)Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systemsExcellent communication skills – both verbal and written, with the ability to explain technical concepts to non-technical usersStrong customer service skills, with a positive attitude and professional demeanorAbility to prioritize and manage multiple tasks effectively in a fast-paced environmentAbility to work well both independently and as part of a teamKnowledge of FreshService ticketing systems is a plusExperience with SCCM and/or Intune is a plus