Information Technology Help Desk Technician

We are seeking a motivated and proactive Tier 1 IT Service Desk Technician to be the first point of contact for technical support within our organization. This in-office role is ideal for candidates who thrive in a collaborative environment and have a passion for troubleshooting and customer service. The Technician will be responsible for handling initial support requests (tickets), resolving common technical issues, and escalating more complex problems to the appropriate Tier 2 or Tier 3 teams.

Key Responsibilities

• Serve as the first touch for all incoming IT service tickets via phone, Microsoft Teams, or email.
• Diagnose and troubleshoot hardware and software issues, primarily on Windows 10/11 systems.
• Perform routine tasks such as password resets, break/fix of computers, PC refreshes, and other Tier 1 support functions.
• Escalate unresolved or complex issues to higher-tier support teams, ensuring timely and accurate handoffs.
• Document all support interactions and resolutions clearly and professionally.
• Work closely with the entire IT team to collaborate on solutions and improve support processes.
• Maintain a proactive mindset, seeking opportunities to prevent issues and improve user experience.

Required Skills & Qualifications

• Strong troubleshooting and diagnostic skills for PC hardware and software.
• Hands-on experience with Windows 10/11 operating systems.
• Excellent communication skills, both verbal (phone/Teams) and written (technical documentation).
• Comfortable providing support over the phone and through digital collaboration platforms like Microsoft Teams.
• Ability to work effectively within a team and interact professionally with end users and IT colleagues.
• Proactive approach to customer service and technical support.
• A Certification or equivalent technical credentials preferred.
• Must be able to work onsite; remote work is not available for this position.

Daily Routine

• Monitoring and responding to new support tickets.
• Working through pending backlogged tickets.
• Reviewing reports for trends.
• Resetting user passwords and resolving access issues.
• Troubleshooting and repairing desktop and laptop computers.
• Supporting PC refresh initiatives and hardware replacements.
• Escalating unresolved issues to next-tier IT staff.
• Communicating status updates to users and IT team members.
• Maintaining accurate records of support activities.

Why Join Us?

As a Tier 1 IT Service Desk Technician, you will play a vital role in our technology operations. You’ll gain hands-on experience, work with a knowledgeable IT team, and contribute to a positive user experience. If you are technically skilled, customer-oriented, and thrive in a fast-paced office environment, we encourage you to apply!