Tier 1 IT Service Desk Technician

JOB SUMMARY

The Tier 1 Service Desk Technician is an entry-level IT support role responsible for providing first-line technical assistance to employees. This position supports day-to-day technology needs, including user accounts, laptops and desktops, Windows and macOS devices, Google Workspace, Slack, Zoom, printers, basic network connectivity, and common hardware or software issues across locations.

Duties & Responsibilities

• Support & Ticketing: Serve as the first point of contact for IT support requests via ticketing system, email, chat, phone, or in-person support. Ensure all work is logged with clear, concise notes for both the user and future troubleshooting.
• Troubleshooting: Resolve basic issues with laptops, desktops, monitors, printers, peripherals, Wi-Fi, VPN, and internet connectivity.
• Software Support: Assist users with Google Workspace, including Gmail, Drive, Calendar, Docs, and Sheets, as well as Slack and Zoom setup and troubleshooting.
• Identity & Access: Perform password resets, account unlocks, and MFA support. Verify user identity before performing sensitive tasks to support security compliance.
• Hardware Deployment: Set up, deploy, and maintain employee computers and related equipment.
• Onboarding/Offboarding: Assist with employee transitions, including device preparation and account lifecycle management.
• Escalation: Identify complex issues and escalate to senior IT staff or outside vendors when appropriate, ensuring a warm handoff.
• Documentation: Follow IT procedures and security policies. Help identify recurring issues and contribute to knowledge base documentation.
• Infrastructure: Assist with basic network cabling tasks, including terminating Ethernet cables, labeling cables, and organizing workstation or network closet connections.
• Inventory: Maintain accurate inventory records for hardware, peripherals, and accessories.

Required Qualifications

• A high school diploma or equivalent.
• Strong customer service and verbal/written communication skills.
• A basic understanding of Windows and macOS environments.
• Familiarity with mobile devices, printers, and common office technology.
• Ability to troubleshoot simple hardware, software, and connectivity issues.
• Comfortable learning new systems and following documented procedures.
• Dependable, organized, and able to manage multiple support requests.
• Willingness to learn basic network cable and other hands-on IT support tasks.

Preferred Qualifications

• Experience supporting Google Workspace, Slack, and Zoom in a professional environment.
• Prior experience using a ticketing system such as Jira, Zendesk, or ServiceNow.
• A basic understanding of networking concepts such as Wi-Fi, Ethernet, IP addresses, DNS, and DHCP.
• Experience terminating Ethernet cable, including RJ45 connectors, or comfort with hands-on technical tasks.
• CompTIA A+, Network+, Google IT Support Certificate, or similar training is a plus.