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# HELP DESK TECHNICIAN - TIER I

- **Company:** CDS
- **Location:** Springfield, IL, United States
- **Experience:** Experienced
- **Salary:** $39,520.0 - $43,680.0
- **Contract:** Permanent contract
- **Skills:** VoIP, Computer Maintenance, Computer Programming, Network Administration, Software Project Management, Information Technology, 3-tier Architectures, User Accounts
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=69d42e1adb42b449

## About the Role

* At least two years of experience as a Help Desk Technician and/or experience in call centers, customer, service, or IT.
 * Familiar with various computer and operating systems.
 * Must know how to use software management tools and troubleshooting techniques., * Excellent interpersonal and customer service skills
 * Problem-solving and critical-thinking skills
 * Excellent written and verbal communication skills
 * Ability to quickly diagnose and resolve technical issues
 * Exceptional teamwork and leadership skills to help other technical support workers
 * Ability to learn new technologies and implement them, * HS diploma or GED equivalent required.
 * College degree in computer science, network administration or computer programming preferred.
 * Additional training certificates in IT infrastructure, network administration, and computer repair are beneficial.

Physical Requirements:

 * Ability to lift and carry up to 25 pounds
 * Ability to sit, bend and stand for extended periods, with periodic breaks.

## Description

Our help desk technicians (better known as our Managed Support Team) act as the first line of support for our clients. Duties included (but are not limited to):

 * Monitor and respond to IT support tickets in a timely manner
 * Providing solutions and advice on technical client issues via phone, email and chat
 * Manage and configure user accounts for various cloud platforms
 * Troubleshoot and resolve network and computer issues
 * Install printers and other peripheral hardware
 * Monitor and manage scheduled backups
 * Repair and upgrade existing computers - remotely
 * Assist with training clients on new technology implementations
 * Configure and manage VOIP phone system - remotely
 * Assist Tier 2 or Tier 3 engineers remotely with technical issues
 * Creating manuals for technical training
 * Using feedback from customers to improve problem-solving techniques and customer service
 * Documenting and analyzing technical issues and customer interactions
 * Stay current with best practices on how to help customers with technical issues
 * Assist internal staff as needed


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