Tier 1 Help Desk Technician

• Serve as the first point of contact for IT support requests (phone, chat, email, ticketing system).
• Log, categorize, prioritize, and troubleshoot common end-user issues (password resets, account access, email, printing, basic connectivity, application issues).
• Provide remote and in-person support for Windows/macOS workstations, mobile devices, and standard peripherals.
• Perform basic hardware/software triage (diagnose, swap peripherals, reimage devices using standard procedures, install approved software).
• Support Microsoft 365 end-user functions (Outlook, Teams, OneDrive/SharePoint basics) and escalate admin-level tasks when needed.
• Assist with Active Directory tasks per SOP (unlock accounts, reset passwords, add users to groups as directed, verify access).
• Follow documented processes for onboarding/offboarding support (equipment setup, account provisioning requests, access checklists).
• Use monitoring/alerts and user reports to identify issues and escalate to Tier 2/3 with clear notes, steps already taken, and impact details.
• Maintain accurate ticket updates and documentation, including resolutions and knowledge base contributions.
• Follow and reinforce security policies (MFA, phishing reporting, secure handling of devices/data, least privilege).
• Participate in routine IT tasks such as inventory tracking, asset tagging, basic patching/reboots, and workstation health checks (as assigned).

Do you have experience in VPN?, * Working knowledge of Windows and/or macOS, basic networking (Wi-Fi, DNS basics, VPN concepts), and common enterprise apps.

• Strong customer service mindset with clear communication and the ability to explain steps to non-technical users.
• Familiarity with ticketing systems and remote support tools (RDP, TeamViewer, AnyDesk, Quick Assist, etc.).
• Basic exposure to Microsoft 365 (Outlook/Teams/OneDrive) and directory concepts (accounts, groups, permissions).
• Ability to follow SOPs, document work clearly, and know when/how to escalate.
• Reliable troubleshooting approach (identify symptoms, reproduce, isolate, resolve or escalate).

Pulled from the full job description

• Professional development assistance
• Pet insurance
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, * 100% Healthcare Coverage with Vision & Dental
• Copay Reimbursement
• Life Insurance
• Paid Time Off
• Professional Development Assistance
• Pet Insurance
• Pet Life Insurance
• Vacation Pay
• Sick Pay
• Two Paid Personal Days
• Cryogenic Therapy
• Unlimited Snacks
• Exotic Coffee
• Premium Flavored Water
• Weekly Lunch
• DoorDash
• Massages
• Bi-Monthly Dinner
• Bi-Monthly Video Game Tournaments
• Gold Bar Program
• Peloton Discount and Monthly credits
• 50% off Apple Products

Interest Rate Reduction - 200 Basis Point Reduction

Additional Company Benefits:

Amazing Discounts - Exclusive discount program with national and local discounts from brands you know and love. Up to 45% off Movie Tickets, Theme Parks, Concerts, Broadway shows, Car Rentals, Hotels & More. Apple Employee Purchase Program.

Life Assistance - Confidential assistance for employees with common issues as well as more serious emotional concerns.

Health Services - Discounts for wellness services including on-site wellness workshops, webinars, flu shots, and more.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

We are the "Google" of the Hudson Valley. We are the kids that turn the world upside down - work isn't normal here. We care deeply about what we do, the products we build and the future in front of us. We are the standouts. We are Hudson Valley. We have talent and leadership that inspires, not to mention the perks - thousands of snacks, unlimited exotic coffee, video game tourneys, monthly dinners and more. EVERYONE DOESN'T GET A SEAT AT OUR TABLE. We are winners. Cyber Guardian Consulting Group exemplifies and rewards exceptional people who demonstrate their commitment with an opportunity to be a part of ownership. Get involved at the ground level of a powerful venture with goals to be a billion-dollar enterprise in five years. We are a comprehensive provider of security-first Managed IT and Cybersecurity Consultancy services that primarily maintains endpoints, cloud environments and networks to ensure the highest level of cyber-hardened standards, while remaining performant so work is unimpeded and worry-free. Our cybersecurity and technology experts are best-in-class and ever vigilant in finding new ways to boost productivity and protect our client's data using state-of-the-art technology. CG has developed many business partnerships to create a cutting-edge security framework. These partners include Cisco, Microsoft, IBM, Dell, Charter/Spectrum, and GoDaddy, to name a few. We support clients in healthcare, entertainment, law, finance, insurance, real estate and government.