Helpdesk Technician

The Helpdesk Technician (Tier 1) serves as the first point of contact for clients seeking technical assistance. This role handles inbound support requests via phone, email, and our client portal, providing timely and professional resolution of incidents and service requests. Onsite client visits are not required for this role., Ticket Management and Client Communication

• Provide timely updates to clients throughout the lifecycle of their tickets
• Maintain clear and professional communication with clients at all times
• Escalate tickets to Tier 2 or Tier 3 when issues exceed Tier 1 scope, with complete and accurate handoff notes
• Accurately track time spent on all client issues

Technical Support

• Diagnose and resolve common hardware, software, and connectivity issues remotely
• Support Windows desktop and laptop environments including OS troubleshooting, patching, and configuration
• Assist with Microsoft 365 administration including user account management, password resets, licensing, and basic Exchange and Teams issues
• Perform endpoint management tasks using our RMM platform including remote access, script deployment, and monitoring alert triage
• Respond to and action security alerts generated by our security tools, escalating threats per defined procedures
• Support basic network connectivity troubleshooting including DNS, DHCP, VPN client issues, and Wi-Fi connectivity
• Assist with onboarding and offboarding tasks such as device setup, account provisioning, and access management

Documentation and Process

• Document all troubleshooting steps, resolutions, and client communications accurately within our PSA
• Contribute to the internal knowledge base by documenting recurring issues and their resolutions
• Follow established SOPs and escalation procedures consistently
• Adhere to SLA targets for response and resolution times

• 1+ years of experience in a helpdesk, desktop support, or IT support role
• Solid understanding of Windows 10/11 in a managed environment
• Hands-on experience with Microsoft 365 administration (users, groups, licensing, Exchange basics)
• Familiarity with remote monitoring and management (RMM) tools
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience working within a PSA or ticketing system
• Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users
• Ability to manage multiple open tickets simultaneously while maintaining accuracy and professionalism
• Self-motivated with the ability to work independently

This is a full time position. Onsite client visits are NOT a requirement of this position.

Job Type: Full-time, * Help desk: 1 year (Preferred)

• Windows: 1 year (Preferred)

Ability to Relocate:

• Westerville, OH 43081: Relocate before starting work (Required)

• 401(k)
• Life insurance
• Paid time off
• Professional development assistance