Tier 1 Help Desk Technician (Entry Level / MSP)

As a Tier 1 Technician, you are the first point of contact for client technical issues. You will be responsible for answering inbound help desk calls, creating and triaging support tickets, performing initial hardware and software troubleshooting, and providing exceptional customer service., * First-Line Customer Support: Answer incoming technical support phone calls with a helpful, professional attitude and gather necessary details to open help desk tickets.

• Basic Desktop Support: Troubleshoot everyday computer issues involving Windows, Microsoft 365, web browsers, local printers, and peripheral devices.
• Account & Access Management: Assist clients with password resets, user onboarding/offboarding, and basic Microsoft 365 permissions.
• Hardware Setup & Bench Work: Unbox, configure, and deploy new desktops, laptops, and basic peripherals for business clients.
• VoIP & Phone Support: Perform basic troubleshooting for IP desk phones and softphone applications.
• Ticket Management & Escalations: Maintain accurate and timely documentation of all troubleshooting steps in our ticketing system, resolving entry-level tickets or escalating complex issues to Level 2/3 engineers when appropriate.

We are looking for a motivated Tier 1 Help Desk Technician to join our growing team. This is an ideal role for someone starting their career in IT or an entry-level professional looking to gain hands-on experience across desktop support, network fundamentals, and cloud services in a fast-paced MSP environment., * Experience / Education: High school diploma or equivalent required. Prior experience in customer service, call center, or computer repair is a strong plus (compTIA A+ or IT coursework preferred, but not strictly required).

• Technical Aptitude: Strong foundational understanding of PC hardware, Windows OS, basic networking concepts (Wi-Fi, local network connectivity), and general software applications.
• Customer-First Mindset: Outstanding communication skills on the phone, patience with non-technical users, and a professional demeanor.
• Core Qualities: Highly organized, detail-oriented, eager to learn new technologies, and comfortable multitasking in a fast-moving environment.

Pulled from the full job description

• 401(k)
• 401(k) matching
• Paid holidays, * Competitive hourly pay based on experience
• Paid Holidays
• Clear pathway for internal career growth into Level 2/Level 3 technical roles
• Hands-on experience with enterprise-grade IT systems and tools
• Supportive, collaborative team culture, * 401(k)
• 401(k) matching

At Computer Exchange, we provide Managed Services (MSP) and VoIP solutions to businesses throughout Central Virginia. Our mission is to keep local businesses operating smoothly with dependable, fast, and friendly IT support.