What are the responsibilities and job description for the Helpdesk Technician (Tier 1) position at Vertin?
Digital Guru is looking for a Tier 1 Helpdesk Technician to join our team in Edina, MN or Wahpeton, ND. This role offers a mix of in-shop bench work and frontline customer support. You’ll work on diagnosing, repairing, and configuring computers while also answering calls, managing tickets, and resolving Tier 1 technical issues.
Responsibilities:
- Diagnose and repair desktops, laptops, and peripherals
- Configure new systems (OS install, drivers, apps, security)
- Perform firmware/BIOS updates and hardware diagnostics
- Prepare systems for delivery and maintain a clean work area
- Track inventory and update asset records
- Answer customer calls and create/update tickets in Syncro
- Resolve Tier 1 issues (password resets, printer problems, basic app/network issues)
- Escalate complex issues to Tier 2/3 as needed
Requirements:
- High school diploma (CompTIA A or Microsoft certs preferred)
- 1 year hardware repair or helpdesk experience (MSP a plus)
- Windows, Microsoft 365, and networking knowledge
- Familiarity with imaging and deployment tools
- Strong communication, problem-solving, and time management skills
- Ability to lift up to 50 lbs
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources