What are the responsibilities and job description for the Tier 1 Helpdesk Technician position at Maier Design Group, LLC?
The Tier 1 Helpdesk Technician provides first-level technical support to end users by troubleshooting hardware, software, network, and account-related issues. This role focuses on resolving common technical problems, escalating advanced issues to higher-tier support, and ensuring an excellent customer service experience—all in a fully remote environment.ResponsibilitiesProvide first-level support for technical issues including login problems, software errors, connectivity issues, and hardware troubleshooting.Assist users with password resets, account access, and basic configuration tasks.Guide users through step-by-step solutions via phone, chat, email, or ticketing system.Identify, diagnose, and resolve common technical issues quickly and accurately.Escalate unresolved or advanced problems to Tier 2/Tier 3 teams following established procedures.Create, update, and close support tickets in the helpdesk system.Document troubleshooting steps, solutions, and customer interactions.Follow service-level agreements (SLAs) for response and resolution times.Deliver clear, professional communication with users of all technical levels.Maintain a friendly, patient, and service-focused approach.Provide status updates on open issues and ensure follow-up when needed.Use remote support tools to diagnose and resolve user issues.Maintain knowledge of company systems, applications, and standard operating procedures.Stay updated on new software or equipment rolled out across the organization.QualificationsHigh school diploma required.1 year experience in helpdesk, technical support, or customer support (preferred but not always required).IT certifications are a plus (CompTIA A , ITF , Network , HDI CSR, etc.).Basic understanding of Windows/Mac OS, mobile devices, and common applications.Knowledge of Microsoft 365, VPNs, email clients, and common business software.Familiarity with remote troubleshooting methods and tools.Experience with ticketing systems (ServiceNow, Zendesk, Freshservice, Jira Service Desk, etc.).Patience and customer-service orientation.Ability to work independently in a remote environment.Time management and multitasking skills.
Salary : $21 - $28