Help Desk Technician, IT

We are seeking a Tier 1 Help Desk Technician who brings a customer service-first mindset to IT support. This role focuses on delivering a high-quality end-user experience through both desk-side and remote support. The ideal candidate is approachable, responsive, and committed to resolving issues efficiently while ensuring users feel supported and understood.

This is an in-person position with standard hours of 9:00 AM-6:00 PM, Monday through Friday, along with a rotational on-call weekend shift.

WHAT YOU’LL DO:

• Provide frontline technical support to end users via desk-side and remote channels (Zoom, phone, ticketing system)
• Deliver an exceptional customer service experience in every interaction
• Troubleshoot hardware, software, and access-related issues
• Log, track, and manage support requests using Freshservice (or similar ticketing system)
• Ensure timely resolution or escalation of incidents and service requests
• Assist with user account setup, onboarding, and offboarding tasks
• Support password resets, access requests, and permissions management
• Maintain clear and thorough documentation of issues and resolutions
• Follow established processes and contribute to knowledge base improvements
• Collaborate with other IT team members to resolve more complex issues

• 1-3+ years of experience in IT support or help desk environments
• Strong customer service and communication skills (this is a must-have)
• Experience supporting Microsoft 365 and Windows/macOS environments
• Familiarity with Active Directory and identity management tools like Okta
• Experience with ticketing systems such as Freshservice
• Basic knowledge of device management tools (MDM)
• Customer-first mentality: prioritizes user experience above all
• Strong interpersonal skills and the ability to build rapport with users
• Clear communicator who can explain technical issues in simple terms
• Patient, empathetic, and solution-oriented
• Organized and able to manage multiple requests effectively

Base salary range: $45,000 - $52,000 plus bonus potential if applicable for role. Actual base salary is dependent on several factors including but not limited to; market dynamics, location and region, experience, specialized skills/training (education), level of responsibility, budgetary considerations, tenure at the company (for current employees), etc. The salary range listed is just one component of the total compensation package for employees. Compensation decisions are dependent on circumstances of each role

What We Offer:

• Professional Development : Take advantage of our learning and development programs, mentorship opportunities, and career advancement support.
• Generous Time Off : Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.
• Parental Leave : We provide paid parental leave to support your family during important life events.
• Retirement Plan : 401k plan including contribution matching.
• Healthcare : Medical, dental, vision, FSA/HSA, life and disability coverage options.
• Ancillary : Critical illness, identity protection, pet insurance, 529 plans and more
• Commuter Benefits : Access support for travel and commuting needs, where available

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