Help Desk

Tier 1 Help Desk

Location: Hybrid - Oklahoma City, OK (once fully trained, 3 days a week on-site)

Hours: M-F 8:30 AM – 5:30 PM

The Opportunity:

As a Tier 1 Help Desk Technician, you will be the first point of contact for IT support, assisting users with basic technical issues and service requests. Your primary responsibility is to provide prompt and professional support through phone, email, and chat, ensuring end users receive effective solutions or are escalated to the appropriate support level when necessary.

This role involves initial troubleshooting, issue documentation, and resolution of common hardware, software, and network-related problems. You will play a key role in maintaining customer satisfaction by delivering excellent support and adhering to Service Level Agreements (SLAs).

Responsibilities:

• Provide first-level technical support to users via phone, email, or chat.
• Document, track, and monitor reported issues in the help desk ticketing system (ServiceNow experience preferred).
• Troubleshoot basic IT issues, including password resets, software installations, email access, and network connectivity.
• Guide users through basic diagnostic procedures to identify and resolve common issues.
• Escalate unresolved or complex issues to Tier 2 or specialized support teams.
• Follow standard operating procedures for incident management and request fulfillment.
• Maintain accurate records of support interactions, resolutions, and technical documentation.
• Assist with account management tasks such as Active Directory password resets and MFA provisioning.
• Contribute to the knowledge base by documenting common issues and solutions.
• Provide statistics for the weekly Service Desk report on call trends.

Qualifications:

• Entry-level IT support experience (1 years preferred) or equivalent technical training.
• Familiarity with Windows 10/11 operating systems and basic troubleshooting.
• Knowledge of common IT systems, including Active Directory and Office 365.
• Experience using a help desk ticketing system (ServiceNow preferred).
• Strong communication and customer service skills.
• Ability to follow instructions, document issues accurately, and escalate when necessary.
• Basic understanding of networking concepts, remote access, and mobile device support.

Desired Skills:

• IT-related certifications (CompTIA A , ITIL Foundations, or similar) are a plus.
• Experience providing support in a corporate or enterprise environment.
• Ability to work in a fast-paced environment while maintaining professionalism.