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# Tier 1 Help Desk Technician

- **Company:** CYBERLOCKE, LLC
- **Location:** Plano, TX, United States
- **Salary:** $29,120 - $39,520
- **Contract:** Permanent contract
- **Skills:** VoIP, Modems, Ethernet, OSI Models, Network Troubleshooting, Networking Basics, TCP/IP, Telnet, Wi-Fi Technology, Network Routers, Computer Network Operations, Firewalls (Computer Science)
- **Published:** November 10, 2026
- **Apply:** https://www.careerbuilder.com/job-details/tier-1-help-desk-technician-plano-tx--86836bf4-a313-4087-b2db-965b161d6f7b

## About the Role

Help Desk, ServiceDesk, Network Operations Center, Wi-Fi, Telephony, Firewalls, Network Routers, On Site Support, Identify Issues, Modems, * High School diploma, associate's degree preferred

 * One year of IT or customer support experience
 * Excellent communication and documentation skills.
 * Basic working knowledge of basic networking technologies, terms, and tools such as but not limited to: OSI Model, Router, Switch, TCP/IP, Telnet, Broadband, WiFi, Ethernet, VOIP, and POTS.
 * Ability to multitask and work quickly yet accurately.
 * Works well as part of a team but also able to succeed completing individual tasks.
 * Able to closely follow defined processes and understand when to escalate to Tier 2.

## Description

* Enjoy monitoring automated probes, trouble tickets, email, and phones for any indication of trouble on customer networks then taking steps to correct that trouble.
 * Coordinate with onsite technicians, carrier service providers, and other department personnel within Cyberlocke to investigate and troubleshoot, and then guarantee everyone involved is fully updated on status.
 * Ensure all tickets and jobs are handled quickly and accurately from start to finish., * Obsession with excellent client support!
 * Thoroughly communicating and documenting all details regarding job status.
 * Continuous monitoring for problems on customer networks.
 * Entry level network troubleshooting and documentation.
 * Coordinate with on-site technicians who perform all hands-on work.
 * Escalate to Tier 2 Technicians who handle all advanced troubleshooting and configuration work.
 * Support and follow instructions of Tier 2 Technicians working together as a tightly knit team.
 * Look for ways the NOC can continuously improve.
 * All other duties as assigned.