Help Desk Technician

IT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 technical role is responsible for handling first-level service requests for our managed services clients. You'll troubleshoot and resolve a wide range of issues involving desktops, applications, printers, basic networking, and end-user support - while collaborating with Tier 2 and Tier 3 engineers as needed., * Provide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applications

• Troubleshoot basic issues involving Windows OS, Office 365, and line-of-business applications
• Provide basic support for network connectivity, firewalls, VPNs, and remote desktop access
• Respond to alerts from remote monitoring tools and take appropriate action via service tickets
• Document all work performed and maintain detailed records in the PSA/ticketing system
• Maintain communication with clients on issue status, timelines, and resolution updates
• Escalate unresolved or complex issues to Tier 2 team members when appropriate

Additional Duties

• Maintain client satisfaction through responsive, professional communication
• Coordinate with the Service Desk Dispatcher to ensure efficient ticket routing
• Accurately track time, tasks, and expenses within ticketing platform
• Contribute to internal knowledge base and documentation
• Stay current with basic industry tools, technologies, and best practices

Do you have experience in Customer communication?, * 1+ years of experience in IT support or technical customer service

• Familiarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics)
• Knowledge of remote access tools, printers, and basic networking concepts
• Strong interpersonal and communication skills
• Ability to handle multiple priorities and adapt in a fast-paced environment
• Strong problem-solving mindset and attention to detail
• Preferred but not required: CompTIA A+, Network+, or Microsoft Fundamentals certification

Pulled from the full job description

• Passenger ride along program
• Health insurance
• Retirement plan
• Life insurance
• Cell phone reimbursement
• Internet reimbursement
• Paid holidays, Salary: $36,000 - $50,000 annually, depending on experience and qualifications. This position may be eligible for performance-based incentives.

Benefits (subject to eligibility and length of employment):

• Health insurance allowance up to $500/month
• Employer-paid group life insurance policy valued at $100,000
• 4% employer match on retirement savings plan
• High-speed internet reimbursement up to $40/month
• $40/month cellular phone allowance
• 8 paid holidays annually
• Paid vacation: 5 days/year to start, increasing to 10 days/year after 3 years of service
• Access to Safe Ride Home Program (Uber ridesharing)