What are the responsibilities and job description for the Tier 1 Helpdesk Technician position at The Tech Consultants?
About UsAt The Tech Consultants, we’re passionate about delivering exceptional IT solutions that empower businesses to thrive. For over 20 years, we’ve provided reliable, forward-thinking technology services that our clients trust to keep their operations running smoothly. Our team delivers managed services, cloud solutions, VoIP, cybersecurity, and help desk support to organizations that depend on us for stability, security, and innovation.As a growing company with a long-standing reputation for excellence, we value creativity, problem-solving, and a deep commitment to top-tier customer service.Position SummaryThe Tier 1 Technician will troubleshoot basic to moderately complex issues, follow established procedures, assist in configuration of system hardware, and escalate incidents when necessary. You’ll work directly with end users, delivering prompt, courteous, and effective support. You will be expected to visit local customer site locations as needed to assist with equipment deployment and troubleshooting with guidance from senior technicians.Key ResponsibilitiesProvide first-level troubleshooting for hardware, software, networking, and cloud-based system issuesAccurately document all client interactions, steps taken, and resolutions in the ticketing systemFollow standard operating procedures (SOPs) and knowledge base articles to resolve issues efficientlyEscalate complex issues to Tier 2 or Tier 3 technicians when appropriateAssist with user account management (password resets, access control, onboarding/offboarding)Support Microsoft 365 applications, email configuration, and collaboration toolsTroubleshoot workstation issues including OS performance, printers, peripherals, and connectivityDeliver excellent customer service with clear communication and professionalismContribute to internal documentation and knowledge base improvementsRequired Skills & Qualifications1–2 years of helpdesk, desktop support, or customer service experience (MSP experience preferred)Strong knowledge of Windows OS, basic networking concepts (DNS, DHCP, TCP/IP), and common business applicationsFamiliarity with Microsoft 365, Azure AD, and IntuneAbility to troubleshoot basic desktop, laptop, and printer issuesStrong written and verbal communication skillsCustomer-first mindset with patience and professionalismAbility to multitask and manage time effectively in a fast-paced environmentValid California Class-C drivers licensePreferred QualificationsExperience working for a Managed Services Provider (RMM/PSA tools, multi-client environment)CompTIA A , Network , or equivalent certificationsBasic understanding of cybersecurity best practicesExposure to Kaseya toolsWhat We OfferCompetitive salary and benefitsProfessional development opportunities and certification supportGrowth paths into Tier 2/3, project engineering, or cybersecurity rolesCollaborative team environment with strong leadership support
Salary : $50,000 - $60,000