Tier 1 Help Desk

About the role

The Tier 1 Help Desk Technician provides front-line technical support to end users and serves as the first point of contact for IT-related issues. This role is responsible for diagnosing and resolving routine hardware, software, account, and connectivity issues while delivering responsive, high-quality customer service.

Responsibilities

• Provide Tier 1 technical support through the ticketing system, phone, email, and in-person requests.
• Diagnose and resolve common hardware, software, account, printer, VPN, and connectivity issues.
• Set up, configure, deploy, and maintain workstations, laptops, peripherals, and mobile devices.
• Support user onboarding and offboarding, including device provisioning and account setup.
• Document incidents, service requests, troubleshooting steps, and resolutions while meeting established SLAs.
• Escalate complex issues to Tier 2/3 teams with thorough documentation and relevant troubleshooting information.
• Maintain IT asset inventory and ensure devices meet configuration, update, and security standards.
• Provide basic support for conference room and audiovisual technology.
• Maintain knowledge base documentation and identify recurring issues or opportunities to improve IT services.
• Collaborate with technical teams on system maintenance, IT initiatives, and continuous service improvement.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 2+ years of experience in a help desk or technical support role.
• Strong working knowledge of Windows operating systems and common business applications.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Experience providing technical support to end users in a professional environment.
• Strong troubleshooting, organizational, multitasking, and problem-solving skills.
• Excellent customer service and communication skills.

Preferred Skills

• Experience with Active Directory and Microsoft 365 or similar enterprise environments.
• Familiarity with IT service management or ticketing systems such as ServiceNow, Jira, or Zendesk.
• Experience with endpoint management and remote support tools.
• Basic experience supporting audiovisual or conference room technology.
• CompTIA A+, Network+, or similar industry certification.