Tier I Help Desk Technician

We don’t believe in “presenteeism” or clock-punching. We believe in results. We are looking for a Tier I Technical Consultant-in-training-someone who is bored by traditional, rigid help desk roles and wants the autonomy to actually solve problems.

This is an entry-level role, but we aren’t looking for “entry-level” thinkers. We want a teammate who views every technical glitch as a puzzle to solve and every client interaction as an opportunity to build trust. Because we prefer to promote from within, we are hiring our future consultants today.

Our “No-Micromanagement” Philosophy

• Ownership over Oversight: We give you the tools and the trust. You provide the drive and the solutions.
• Mistakes are Tuition: We want you to be unafraid to try new things. If you make a mistake while trying to help a client, we’ll back you up and learn from it together.
• The “Get It Done” Attitude: Whether it’s a complex software bug or a day spent on a ladder running structured cabling, you take pride in crossing the finish line.

What You’ll Be Doing

• Be the Face of Tech: Serve as the primary point of contact for clients, turning their technical frustrations into “problem solved” smiles via phone, remote sessions, and on-site visits.
• Own the Problem: Diagnose and resolve hardware, software, and network issues. You don’t just “pass the buck”-you own the ticket until it’s fixed or you’ve learned the solution from our Tier II team.
• Build the Foundation: Perform structured cabling and hardware deployments with a crew. You’ll get your hands dirty building the physical infrastructure that keeps our clients running.
• Consult & Improve: Don’t just follow procedures-help us break and fix them. We expect you to identify inefficiencies and suggest better ways to serve our clients.
• Document for the Future: Create clear, concise guides for your teammates so that when you solve a problem once, it stays solved for everyone.

• You are a Self-Starter: You don’t wait for a manager to tell you what to do next. If the ticket queue is empty, you’re looking for a project or learning a new skill.
• You are Resilient: You can handle a “cool-tempered” approach during high-pressure situations and keep the client calm.
• You are a Team Player: You’re willing to go the extra mile-whether that’s staying late to finish a cabling job or helping a teammate with a difficult ticket.
• You are Tech-Savvy & Curious: You have a solid grasp of Windows (MacOS a plus but not required,) networking basics, and mobile devices, but your real “superpower” is your ability to Google and learn what you don’t know., * Physicality: You’ll be active. You must be comfortable standing, climbing ladders, and lifting up to 50 lbs for structured cabling and hardware installs.
• Experience: 2 years in IT support. We value aptitude and attitude over years of sitting in a chair.
• Communication: You can explain complex “tech speak” to a non-technical user without sounding like a robot.
• Education: An Associate degree, technical coursework, or relevant certifications (CompTIA A+, Net+, MS-900) are a plus, but a proven “can-do” mindset is required.
• Cabling experience a plus, and/or a willingness to learn.

Pulled from the full job description

• Professional development assistance
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance, * Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance