Information Technology Help Desk Technician

Why This Role Matters:

At TeleCom, we’re building something bigger than a traditional IT company.

We serve businesses across the region and beyond with a growing mix of Managed IT Services, Unified Communications, and infrastructure solutions—focused on long-term relationships, not transactional support.

Our Service Desk team is the front line of that experience—where problems get solved, trust is built, and customers experience the level of service we’re known for.

We’re a team that values doing things the right way—clear communication, strong follow-through, and a commitment to getting better every day.

If you enjoy helping people, solving problems, and growing your technical skillset in a fast-moving environment, this is a great place to start—and grow.

Key Responsibilities:

Client Support & Issue Resolution

• Serve as the first point of contact via phone, email, and Professional Services Automation (PSA) ticketing system
• Troubleshoot and resolve Tier 1 issues across devices, users, and connectivity
• Escalate unresolved or complex issues to Tier 2 technicians

Professional Services Automation (PSA) & Ticket Management

• Accurately create, update, and manage tickets in the PSA system
• Maintain detailed notes, work logs, and next steps
• Track time and expenses in accordance with company policy

Communication & Coordination

• Communicate clearly with clients, team members, and other departments
• Provide timely updates on ticket status, scheduling, and progress
• Collaborate with Service Coordinators, Sales, and Management as needed

Documentation & Continuous Improvement

• Maintain accurate client documentation
• Contribute to internal knowledge base (SOPs, how-to guides)
• Stay current with evolving technologies and best practices

Professionalism & Operations

• Represent TeleCom professionally in all interactions
• Follow company policies, including vehicle usage when applicable
• Maintain an organized and systematic approach to daily work

Skills Required:

Communication & Customer Presence

• Able to communicate clearly and professionally with clients and teammates
• Comfortable explaining technical issues in a way non-technical users understand
• Follows through and keeps people informed—no one is left guessing

Troubleshooting & Critical Thinking

• Approaches problems with a logical, step-by-step mindset
• Able to research, test, and resolve issues independently when appropriate
• Knows when to escalate—and does so with clear documentation

Organization & Ticket Discipline

• Keeps tickets clean, updated, and well-documented in the PSA system
• Manages multiple tasks and priorities without letting things fall through the cracks
• Maintains strong attention to detail in notes, documentation, and follow-up

Ownership & Accountability

• Takes responsibility for assigned work from start to finish
• Shows up prepared, follows through, and meets expectations
• Takes initiative instead of waiting to be told what to do

Teamwork & Adaptability

• Works well within a team environment and supports others when needed
• Open to feedback, coaching, and new ways of doing things
• Adapts quickly as priorities, tools, and technologies evolve

Technical Curiosity & Growth Mindset

• Has a genuine interest in technology and how things work
• Willing to learn new systems, tools, and solutions
• Takes advantage of opportunities to grow skills and advance

Qualifications:

We’re willing to train the right person who demonstrates strong communication skills, problem-solving ability, and a willingness to learn.

Required

• Strong communication skills and ability to work directly with clients
• Basic understanding of IT systems, including computers, networks, and common business applications
• Logical and systematic troubleshooting ability
• Ability to stay organized and manage multiple tasks in a fast-paced environment
• Valid driver’s license and reliable transportation
• Ability to pass a background check

Preferred

• Previous experience in an IT support or Service Desk role
• Familiarity with MSP environments and ticketing (PSA) systems
• Experience supporting Microsoft 365 (Outlook, Teams, user management, etc.)
• Exposure to networking concepts (IP addressing, connectivity, basic troubleshooting)

Nice to Have (But Not Required)

• Technical certifications (CompTIA A , Network , Microsoft, etc.)
• Degree in IT, Computer Science, or related field
• Experience with remote support tools and RMM platforms
• Experience working in client-facing or service-based environments