Help Desk & Implementation Specialist - Tier 1

Position Overview

As a Help Desk and implementations technician, you will serve as the first point of contact for end users experiencing technical issues and needed general technology support. You will troubleshoot hardware, software, Microsoft 365, networking, and business application problems while delivering exceptional customer service. The ideal candidate will have 1 to 3 years of professional IT support experience. This role will also work on implementations and deployments for customer systems and implementations.

Key Responsibilities

·       Provide first-level technical support via phone, email, remote support tools, and ticketing systems.

·       Troubleshoot and resolve workstation, laptop, printer, and peripheral issues.

·       Assist users with Microsoft 365 applications, Outlook, Teams, OneDrive, and SharePoint.

·       Support user account administration including password resets and access requests.

·       Diagnose basic networking issues involving Wi-Fi, internet connectivity, DNS, DHCP, and VPNs.

·       Configure and deploy computers, mobile devices, and other end-user equipment.

·       Document troubleshooting steps, resolutions, and procedures within the ticketing and knowledge management systems.

·       Escalate complex issues to Tier 2 or Tier 3 technicians when necessary.

·       Follow service level agreements (SLAs) and established support procedures.

·       Participate in after-hours maintenance or emergency support when required.

·       Assist with client onboarding, hardware installations, and technology projects.

·       Maintain a professional and customer-focused attitude during all client interactions.

Required Qualifications

·       1-3 years of experience in an IT Help Desk, Desktop Support, Technical Support, or Service Desk role.

·       Strong customer service and communication skills.

·       Experience supporting Microsoft Windows 11 and MacOS

·       Basic knowledge of Microsoft 365 administration and applications.

·       Understanding of networking fundamentals including:

o   TCP/IP

o   DNS

o   DHCP

o   Wireless networking

o   VPN connectivity

·       Experience troubleshooting printers and other peripheral devices.

·       Ability to prioritize multiple support requests in a fast-paced environment.

·       Strong documentation, organizational, and time management skills.

·       Valid driver's license and reliable transportation.

·       Ability to lift and move equipment up to 50 pounds.

Preferred Qualifications

·       Experience working for a Managed Service Provider (MSP).

·       Microsoft 365 Fundamentals (MS-900) certification.

·       CompTIA A certification.

·       Familiarity with:

o   Active Directory

o   Microsoft Entra ID (Azure AD)

o   Intune

o   Teams Phone / VoIP systems

o   Remote monitoring and management (RMM) platforms

o   Ticketing systems such as NinjaOne, ConnectWise, Autotask, ServiceNow, Zendesk, or Jira

·       Exposure to virtualization technologies such as Hyper-V or VMware.

·       Experience with cabling, networking equipment, or onsite deployments.

What We Offer

·       Competitive compensation based on experience.

·       Paid training

·       Company covered certifications

·       Clear career advancement path to Tier 2, Tier 3, Systems Administration, Engineering, or Security roles.

·       Hands-on experience with modern business technologies.

·       Exposure to a wide variety of client environments and industries.

·       Collaborative team environment with experienced mentors.

·       Company-provided training resources and lab environments.

Success in This Role

The ideal candidate is:

·       Customer-focused and service-oriented.

·       Eager to learn and grow professionally.

·       Comfortable communicating with both technical and non-technical users.

·       Reliable, accountable, and detail-oriented.

·       Able to work independently while also contributing as part of a team.

·       Passionate about technology and problem-solving.

Smart Ass Nerds is a technology solutions provider supporting businesses, nonprofits, and government agencies throughout the United States. We deliver managed IT services, cybersecurity solutions, cloud services, telecommunications, and infrastructure support to organizations of all sizes.