Tier 1 Help Desk

About the role

We are looking for a motivated Tier I Technical Support Technician to join a helpdesk team of 7. The team provides phone and hands‑on support to internal employees using the Fresh Desk ticketing system, handling roughly 350 tickets per week (about 20% password resets) and averaging 12 incoming calls per person per day.

Responsibilities

• Provide phone and hands‑on support via Fresh Desk for Windows 10, Microsoft Office 365, AutoCAD, and related software.
• Manage ticket volume (~350 tickets/week) and perform password resets (≈20% of tickets).
• Handle approximately 12 incoming calls per day from internal users.
• Image Dell PCs, install and deploy new workstations.
• Escalate complex issues to the Tier II support team.
• Perform routine hardware troubleshooting and network support tasks.

Requirements

• Entry‑level position; no prior professional experience required.
• Contract role based in Lafayette, LA; fully onsite.
• Familiarity with help desk concepts, customer service, and technical troubleshooting.
• Experience with Active Directory, ticketing systems (Fresh Desk preferred), Office 365, and basic hardware/network support.

Skills

• Help desk support
• Customer service
• Technical support
• Troubleshooting
• Active Directory
• Ticketing system (Fresh Desk)
• Office 365
• Hardware
• Service desk
• Phone support
• Network support
• Network troubleshooting

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pay

$19.00 – $20.00 per hour

Schedule

Fully onsite position in Lafayette, LA.