What are the responsibilities and job description for the IT Help Desk Technician (Tier 1) position at Naterra International, Inc.?
About Naterra International
Naterra International, Inc. is a high-growth US sales and marketing company of beauty, baby care and personal care products. We are committed to manufacturing personal care products of the highest quality that promote better living. Our brands include Tree Hut , Baby Magic, Splash, and Bdy
About The Role
The Tier 1 Help Desk Technician is the first point of contact for all employee technology issues across Naterra and its brands. You will triage and resolve common hardware, software, account, and connectivity problems, document every issue in the ticketing system, and escalate what you cannot resolve to Tier 2/3. This is a customer-service role as much as a technical one, requiring patience, clear communication, and reliable follow-through.
What You'll Do
Naterra International, Inc. is a high-growth US sales and marketing company of beauty, baby care and personal care products. We are committed to manufacturing personal care products of the highest quality that promote better living. Our brands include Tree Hut , Baby Magic, Splash, and Bdy
About The Role
The Tier 1 Help Desk Technician is the first point of contact for all employee technology issues across Naterra and its brands. You will triage and resolve common hardware, software, account, and connectivity problems, document every issue in the ticketing system, and escalate what you cannot resolve to Tier 2/3. This is a customer-service role as much as a technical one, requiring patience, clear communication, and reliable follow-through.
What You'll Do
- Serve as first responder for tickets, phone calls, and walk-ups; log every issue with clear notes and accurate categorization.
- Triage and resolve common issues: password resets, account lockouts, printer problems, Microsoft 365 (Outlook, Teams, OneDrive) support, software installation, and basic network/Wi-Fi troubleshooting.
- Perform account administration in Active Directory and Microsoft 365 — create, disable, and unlock accounts and manage group/distribution-list membership per documented procedures.
- Image, configure, and deploy laptops, desktops, and mobile devices; manage and monitor endpoints through the NinjaOne RMM agent.
- Create and disable Sage X3 ERP user accounts per documented procedures; all other Sage X3 issues (functional, application, and configuration) are escalated to Tier 2/3.
- Meet SLA targets for response and resolution; keep users informed of ticket status.
- Escalate complex infrastructure, security, or application issues to Tier 2/3 with thorough documentation.
- Contribute to and follow the IT knowledge base; help maintain accurate asset inventory
- 1-3 years in a help desk, desktop support, or customer-facing technical role (internships and lab experience count).
- Working knowledge of Windows 10/11 and Microsoft 365.
- Familiarity with Active Directory concepts (accounts, security groups, password and lockout behavior).
- Strong troubleshooting instincts and a methodical approach to problem-solving.
- Excellent verbal and written communication; a patient, customer-service mindset.
- Dependability and good organizational habits when juggling multiple open tickets.
- Hands-on exposure to RMM tools (NinjaOne, Intune), ERP systems (Sage X3), or an ITSM/ticketing platform.
- CompTIA A or Microsoft 365 certification.
- Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).
- Experience writing or updating knowledge-base / how-to documentation.
- Basic website maintenance and DNS record management (A, CNAME, MX, TXT) for company domains.
- Light scripting and basic web development (PowerShell or batch for automation; HTML, CSS, or JavaScript for website edits) to automate routine help desk tasks and support company web pages.
- Familiarity with website analytics tools (e.g., Google Analytics) for basic traffic and performance reporting.