Help Desk Technician - Tier 1

As a Tier 1 Help Desk Technician at BetterIT, you will be the first point of contact for technical support within our IT support team. You will provide essential assistance to end-users by troubleshooting and resolving basic technical issues. This role is crucial in maintaining the smooth operation of our IT systems and ensuring user satisfaction., * Respond to user inquiries and provide technical support via phone, email, or chat.

• Troubleshoot and resolve basic hardware and software issues.
• Document and track user issues and resolutions in the ticketing system.
• Escalate complex issues to Tier 2 support as necessary.
• Assist in setting up and configuring computer systems and peripherals.
• Maintain a high level of customer service and professionalism.
• Conduct initial diagnostics and provide solutions to common problems.
• Update and maintain technical documentation and user guides.
• Most work is based in our office, with occasional onsite visits to client locations.

• High school diploma or equivalent.
• Familiarity with Windows and Mac operating systems.
• Understanding of computer systems, networks, and software applications.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Customer service experience (technical support experience is a plus but not required).
• Valid driver’s license and reliable transportation for occasional client visits.

Preferred Qualifications:

• Associate’s degree in Information Technology or related field.
• Experience in an IT support or helpdesk environment.
• Experience with ticketing systems and remote support tools.
• Certification in CompTIA A+ or similar is a plus.

· $22-$26 per hour, based on experience and skill level.

· PTO and paid holidays.

· Health insurance benefit available after 90 days of employment.

Our Story:

BetterIT officially launched in the early 2010s, but the story started decades earlier.

Founder Keven Oates Sr. began working in technology during the 1980s, long before cloud computing, cybersecurity, and Microsoft 365 became everyday business conversations. Over the next three decades, he built a reputation for solving problems honestly, building lasting client relationships, and making technology approachable for small businesses.

As the industry evolved, so did BetterIT.

What started with networking projects, structured cabling, and point-of-sale installations gradually became a trusted technology partner for businesses across Pennsylvania and New Jersey. Today, BetterIT helps organizations manage everything from cybersecurity and compliance to cloud services, infrastructure, and day-to-day IT support.

BetterIT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by law.

Pay: $22.00 - $26.00 per hour

Expected hours: 40.0 per week