Tier 1 / Tier 2 Desk Technician

Olsson Industrial Electric seeks a Tier 1 / Tier 2 Desk Technician to join our dynamic team. Reporting to the IT Manager. We are looking for a motivated and customer-focused Tier 1 / Tier 2 Help Desk Technician to join our IT support team. In this role, you will be the first point of contact or users experiencing technical issues, handling a range of support requests from basic troubleshooting to more complex escalations. You’ll work closely with other IT team members to maintain smooth and secure operations across our systems.

Responsibilities:

• Respond to user support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Escalate unresolved issues to Tier 3 support or appropriate teams as necessary.
• Install, configure, and update software applications and operating systems.
• Set up and maintain user accounts, permissions, and passwords in Active Directory and other systems.
• Document incidents, solutions, and best practices in the knowledge base.
• Assist in onboarding new employees with IT equipment and access.
• Maintain and track IT inventory including computers, peripherals, and licenses.
• Follow standard help desk procedures and recommend improvements to processes.
• Provide support for Office 365, VPN, and other corporate applications.
• Assist with basic network troubleshooting (Wi-Fi issues, VPN connectivity, etc.).

Requirements:

• 1-3 years of experience in a Tier 1 or Tier 2 IT support role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with Active Directory, Office 365, and basic networking concepts.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple tasks efficiently.
• Problem-solving mindset with a strong attention to detail.
• CompTIA A , Network , or similar certifications are a plus.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ZoHo) preferred.

Characteristics Requirements:

• Willingness to travel.
• Experience supporting remote users and using remote desktop tools.
• Familiarity with ITIL best practices.
• Basic scripting skills (PowerShell, Bash) are a plus.

Salary and Benefits:

• Base salary of $50,000-$75,000, DOE
• Employer-paid medical, dental, vision, life and disability insurance
• 401(k) match of up to 5%
• Opportunities for annual bonuses and profit sharing
• And more!

We are an EEO/AA employer of females, minorities, veterans and individuals with disabilities