Job Summary
We are actively seeking an enthusiastic on-site Tier 1 Help Desk Technician to join our IT team. You will be the first point of contact for our employees experiencing technical issues. The ideal candidate has strong troubleshooting skills, a passion for technology, and the ability to explain technical solutions in simple terms and is ready to learn and grow with the company. You will work closely with the IT Leader and office personnel to maintain consistent up time for our growing operations.
Key Responsibilities:
● Ticket Management: Monitor the Helpdesk ticket system, perform tier 1 troubleshooting and routing tickets to the correct teams, and track all interactions in our web-based ticketing system.
● Frontline Troubleshooting: Diagnose and resolve basic technical issues related to
PCs, laptops, printers, software applications, and basic network connectivity.
● User Account Management: Perform routine administrative tasks like password
resets, and updates to groups and accounts within our Google infrastructure.
● Hardware Setup: Assist with the deployment, configuration, and decommissioning of
end-user devices (computers, monitors, and peripherals).
● Remote Support: Provide remote assistance using remote-control software to
actively repair user issues.
● Documentation: Escalate unresolved, high-level issues to Tier 2 support while
documenting the troubleshooting steps already taken. Create step-by-step training
materials and update the internal knowledge base.
● Customer Service: Maintain high standards of customer service, ensuring users are
kept informed of their ticket status and next steps.
Qualifications & Requirements:
● Education: Some learning in Information Technology, Computer Science, or a related
field, or equivalent hands-on technical experience.
● Experience: 0–2 years of experience in IT support, customer service, or a technical
field.
● Technical Skills: Familiarity with Microsoft Windows 10/11 environments, Google
Workspace, basic Windows install concepts (OS install and Deployment), and
ticketing platforms.
● Soft Skills: Outstanding communication, active listening, and problem-solving skills
with a high level of patience.
Pay and Compensation:
● Starting Pay - $18/hour
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
