IT Help Desk Technician (Tier 1)

About the role

The Tier 1 Help Desk Technician is the first point of contact for all employee technology issues across Naterra and its brands. You will triage and resolve common hardware, software, account, and connectivity problems, document every issue in the ticketing system, and escalate what you cannot resolve to Tier 2/3. This is a customer-service role as much as a technical one, requiring patience, clear communication, and reliable follow-through. Position fully in-office, M - F.

Qualifications

• 1-3 years in a help desk, desktop support, or customer-facing technical role (internships and lab experience count).
• Working knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with Active Directory concepts (accounts, security groups, password and lockout behavior).
• Strong troubleshooting instincts and a methodical approach to problem-solving.
• Excellent verbal and written communication; a patient, customer-service mindset.
• Dependability and good organizational habits when juggling multiple open tickets.

Nice-to-Have

• Hands-on exposure to RMM tools (NinjaOne, Intune), ERP systems (Sage X3), or an ITSM/ticketing platform.
• CompTIA A+ or Microsoft 365 certification.
• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).
• Experience writing or updating knowledge-base / how-to documentation.
• Basic website maintenance and DNS record management (A, CNAME, MX, TXT) for company domains.
• Light scripting and basic web development (PowerShell or batch for automation; HTML, CSS, or JavaScript for website edits) to automate routine help desk tasks and support company web pages.
• Familiarity with website analytics tools (e.g., Google Analytics) for basic traffic and performance reporting.