Tier 1 Helpdesk Technician

• Serve as the first point of contact for technical support requests via phone, email, and ticketing system.
• Diagnose, troubleshoot, and resolve basic technical issues related to desktop computers, laptops, mobile devices, printers, point of sale peripherals, and software applications.
• Assist users with password resets, account access with multi-factor authentication, and basic network connectivity problems.
• Install, configure, and deploy new IT equipment and software as directed.
• Accurately record, update, and document all support requests and resolutions in the IT ticketing system.
• Escalate complex or unresolved issues to Tier 2 support or other appropriate teams when necessary.
• Contribute to the internal knowledge base by creating and updating support documentation.
• Maintain a high level of customer service and follow up with users to ensure timely resolution and satisfaction.

• Education: High school diploma or GED required. An associate’s degree in Information Technology or a related field is preferred.
• Experience: 0-2 years of experience in an IT support or helpdesk environment is required; internships count.

• Technical Skills: *

• Familiarity with Windows 10/11 operating systems.
• Proficiency with Microsoft Office Suite or Microsoft 365.
• Experience with a ticketing system (e.g., ServiceNow, Jira).
• Basic knowledge of Active Directory and Microsoft 365 Admin Center for password resets and user account management.
• Understanding of basic networking concepts.

• Soft Skills: *

• Exceptional communication skills, both written and verbal.
• Excellent problem-solving and analytical abilities.
• Strong customer service orientation and a patient, professional demeanor.
• Ability to work effectively both independently and as part of a team.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

Bonus qualifications

• CompTIA A+ or other relevant technical certifications.
• Experience with remote support tools (Atera, Splashtop, Anydesk, etc.).

Pulled from the full job description Health insurance 401(k) matching Employee discount Vision insurance Dental insurance Life insurance Disability insurance, BENEFITS: This is a full-time position that includes a comprehensive benefits package including medical and dental insurance, vision reimbursement plan, generous 401K matching, life insurance, long-term disability, vacation and sick time, paid holidays, employee discounts on store purchases as well many other incredible benefits.