Tier 1 Help Desk Technician

Summary:

Join a dynamic, growing organization at Coaxis, where we deliver innovative, market-driven IT solutions to clients across the US and beyond. From fully managed hosted virtual server environments with RDP, Citrix, or Parallels access, to IaaS, colocation services, Microsoft 365 management, and advanced security offerings like MDR (Managed Detection and Response) and ITDR (Identity Threat Detection and Response), plus comprehensive MSP/MSSP support--we're at the forefront of helping businesses thrive in a digital world. If you're a tech enthusiast eager to kickstart your career in IT support, this is your chance to build skills, solve real-world problems, and grow with a team that's all about collaboration and innovation. No prior experience? No problem--we'll provide the training to help you shine!

Job Description:

We're seeking an enthusiastic Tier 1 Help Desk Technician to join our team at Coaxis. In this frontline role, you'll be the first point of contact for our clients, providing exceptional customer service while troubleshooting technical issues via phone, email, and ticketing system. You'll handle a high volume of support requests, resolve basic technical problems, and escalate complex issues to our senior technical teams. This is a fantastic opportunity to learn cutting-edge technologies while contributing to a supportive, fast-paced environment.

Duties and Responsibilities:

· Serve as the first point of contact for customer support requests via phone, email, and ticketing system

· Document all support interactions in the ticketing system with detailed notes and resolution steps

· Provide basic technical assistance and support for computer systems, software, and hardware issues

· Perform password resets, account unlocks, and basic user account management in Active Directory

· Troubleshoot common Microsoft 365 issues including Outlook, Teams, OneDrive, and SharePoint

· Guide users through basic Windows 10/11 and application troubleshooting steps

· Provide Tier 1 support for server operating systems including Windows Server 2016, 2019, and 2022

· Assist users with printer setup, network connectivity, and VPN access issues

· Monitor and respond to system alerts and notifications in coordination with senior staff

· Escalate unresolved or complex issues to Tier 2/3 support with comprehensive documentation

· Follow established procedures and knowledge base articles to ensure consistent service delivery

· Maintain professional and courteous communication with clients at all times

· Participate in team meetings and ongoing training to improve technical skills and product knowledge

· Contribute to the knowledge base by documenting solutions to common problems

Qualifications:

· Excellent customer service skills with a patient, friendly demeanor

· Strong verbal and written communication skills

· Ability to explain technical concepts to non-technical users

· Basic understanding of Windows operating systems (Windows 10/11)

· Familiarity with server operating systems (Windows Server 2016, 2019, 2022)

· Familiarity with Microsoft Office Suite (Word, Excel, Outlook)

· Basic knowledge of Active Directory and user account management

· Understanding of basic networking concepts (TCP/IP, DNS, DHCP)

· Ability to learn quickly and adapt to new technologies

· Strong organizational skills and attention to detail

· Ability to manage multiple tasks and prioritize effectively

· Professional phone etiquette and email communication skills

Preferred Experience:

· Experience in a customer service or help desk role (internship or entry-level)

· CompTIA A or similar IT certification

· Associate's degree or coursework in IT, Computer Science, or related field

· Experience with ticketing systems (ConnectWise, Zendesk, ServiceNow, etc.)

· Familiarity with Microsoft 365 administration

· Experience with remote support tools (RDP, TeamViewer, etc.)

· Basic understanding of cybersecurity best practices

Schedule:

Hours will be 8:00 AM - 5:00 PM, Monday through Friday

Compensation:

Salary is negotiable based on the experience and qualifications of the candidate

At Coaxis, we foster a progressive and positive work environment centered on team collaboration and individual career development. Employee engagement is at an all-time high--don't wait! Jumpstart your tech journey with us today and turn your passion into a rewarding career.

Job Types: Full-time, Permanent

Pay: $32,000.00 - $40,000.00 per year

Benefits:

• Health insurance
• Paid time off

Work Location: In person

Salary : $32,000 - $40,000