What are the responsibilities and job description for the Tier 1 Help Desk position at Charter Solutions?
Charter Solutions is hiring a customer-focused Help Desk Representative to provide technical support and assistance to end users. This role is a short term, 6 week opportunity, responsible for troubleshooting hardware and software issues, resolving technical problems, and ensuring a high level of customer satisfaction. The ideal candidate is a strong communicator with solid problem-solving skills and a passion for helping others.
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
- Diagnose and troubleshoot hardware, software, and network issues
- Resolve basic technical problems and escalate complex issues to higher-level support teams
- Document incidents, requests, and resolutions accurately in the ticketing system
- Install, configure, and maintain desktops, laptops, printers, and other peripherals
- Assist with user account management, password resets, and access issues
- Follow up with users to ensure issues are fully resolved
Required Qualifications:
- High school diploma or equivalent (Associate’s or Bachelor’s degree in IT preferred)
- 1–3 years of experience in a help desk or technical support role
- Basic knowledge of Windows/Mac operating systems and Microsoft Office applications
- Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Strong communication and customer service skills
- Ability to prioritize tasks and manage time effectively
Preferred Qualifications:
- CompTIA A or other relevant IT certifications
- Experience supporting Active Directory and Office 365
- Basic understanding of networking concepts (DNS, DHCP, VPN)
**Work is onsite only. Must be in Minneapolis. No 3rd parties***