Service Desk - Tier 1

The Tier 1 Service Desk Technician is the first line of support for IT-related inquiries, providing technical assistance to staff for desktop and laptop hardware, software applications, user accounts, and related systems. This position involves troubleshooting, documenting issues, and escalating complex problems as needed. A strong focus on customer service, attention to detail, and the ability to prioritize in a fast-paced environment is essential. Work is performed independently with guidance and support from Tier 2+ team members and supervisors., * Respond promptly to service desk requests via phone, email, ticketing system, or in person.

• Provide first-level technical support for hardware, software, printers, and peripheral devices.
• Assist users with password resets, account lockouts, and user account modifications.
• Accurately document all support requests, troubleshooting steps, and resolutions within the ticketing system.
• Escalate complex or unresolved issues to Tier 2/3 support or management when appropriate.
• Maintain service records, asset tracking logs, and update knowledge base documentation (e.g., CRM, SharePoint, spreadsheets).
• Support onboarding tasks, including workstation setup and initial configuration for new employees.
• Provide excellent customer service and follow up with users to ensure satisfaction.
• Contribute to continuous improvement of support processes and team documentation.

• High school diploma or equivalent required; Associate’s degree or IT certifications (CompTIA A+, Network+) preferred.
• 1-3 years of experience in an IT support/helpdesk role or similar technical support environment.
• Strong troubleshooting skills and a genuine passion for helping users.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize work effectively.
• Proven customer service and interpersonal skills in a professional setting.

Technical Skills:

• Proficiency with Windows OS (workstations and basic server understanding).
• Familiarity with Microsoft 365, Office applications, and email clients (Outlook).
• Basic knowledge of Active Directory (account management, password resets, group membership).
• Experience troubleshooting PC hardware, printers, and peripheral devices.
• Understanding of network basics (IP, DNS, VPN connectivity is a plus).
• Comfortable with ticketing systems and remote support tools.

Physical Requirements:

• Must be able to sit, type, and use a computer and phone for extended periods.
• Frequently required to talk, hear, bend, twist, and use hands/fingers.
• Occasionally required to lift and move equipment up to 50 pounds.
• Vision requirements include close and distance vision., * Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance