Desktop Support Tier I

Location: San Antonio, Texas

Role type: 4 weeks on‑site training, then hybrid (4 days on site, 1 day remote)

About the role

This position is responsible for the triage, routing, and repair of incoming service incidents (phone, email, portal, and walk‑in). The Tier 1 Desktop Support technician ensures service delivery adheres to company standards and delivers superior customer service to end users in a remote call‑center environment. The User Support Technician I reports to the Service Desk Team Lead.

Responsibilities

• Provide professional, timely, and polite support to all end users.
• Maintain in‑depth knowledge of tools and ticketing procedures.
• Follow standard help‑desk protocols, procedures, and guidelines.
• Identify, troubleshoot, and resolve a wide range of computer and network problems.
• Understand Line of Business (LOB) applications and associated third‑party vendors.
• Stay current with system information, changes, and IT updates.
• Complete any special projects or tasks assigned.
• Create new tickets for phone or chat requests and monitor ticket queues to ensure triage, resolution, or escalation within 15 minutes of creation.
• Resolve tickets based on documentation, training, and tools.
• Develop and execute a daily routine to review and update assigned tickets.
• Maintain accurate ticket statuses and time worked.
• Record all troubleshooting efforts, conversations, and actions on the ticket.
• Assume full ownership of assigned tickets; transfer ownership via warm handoff when needed.
• Collaborate with co‑workers and team leads to ensure speedy resolution.
• Conduct quality‑assurance calls to end users after ticket closure by Tier II/III.

Requirements

• High School Diploma or GED.
• 1+ year in any customer service role.
• 1+ year of experience in network/IT systems triage and help‑desk support.
• Knowledge of hardware and software information technology.

Qualifications

• Working knowledge of Wi‑Fi functionality, Active Directory, Exchange, and O365.
• IT industry certifications are preferred, especially CompTIA A+.

Pay

$18 per hour, plus additional compensation depending on experience.

Schedule

Hybrid schedule after 4 weeks of on‑site training: 4 days on site, 1 day remote.

Benefits

• Medical, dental, vision, life, disability, and other supplemental insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401(k) with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and additional discounts.
• On‑demand training program, certification prep, and a library of technical and leadership courses, books, and seminars (available after 6 months).
• Certification discounts and perks for associations such as CompTIA and IIBA.
• Dedicated consultant support team and certified Career Coach.