Tier 1 Tech Support

Job Description

Job Description

Tier 1 Technical Support Specialist

Employment Type: Full-Time

Compensation: $23.00 – $25.00/hour

Location: King of Prussia, PA

About the Role

Are you a customer-focused IT professional who loves solving problems and helping people? Our client is seeking a dedicated Tier 1 Tech Support Specialist to serve as the first point of contact for end-user technical support requests.

In this call-based role, you will be the voice of technical support, diagnosing everyday technical issues, guiding users through step-by-step solutions, and maintaining smooth operational productivity. If you combine solid IT fundamentals with patience, empathy, and strong phone-based communication, this is the perfect opportunity to grow your technical career.

Key Responsibilities

Frontline Support & Troubleshooting

• Serve as the primary point of contact for inbound phone-based technical support requests.
• Troubleshoot and resolve daily hardware, software, application, peripheral, and connectivity issues.
• Guide users patiently through multi-step troubleshooting procedures using clear, non-technical language.
• Support core workplace technologies, including Windows OS, Microsoft 365, email platforms, network connections, and office printers.

Access & Identity Management

• Process user password resets, resolve account access issues, and assist with basic user permissions.
• Follow security protocols to verify user identity before modifying access credentials.

Ticket Management & Escalation

• Log, classify, and track all support incidents in the ticketing system with thorough diagnostic notes.

• Prioritize requests to meet target service-level agreements (SLAs).

• Efficiently escalate unresolved or complex issues to Tier 2 support teams with complete diagnostic history.

Continuous Improvement

• Follow established knowledge-base articles while identifying recurring issues to help expand support documentation.
• Maintain a high level of professionalism, empathy, and customer service on every call.

Qualifications

• Experience: 1–2 years of experience in a help desk, service desk, or IT customer support role preferred.
• Communication: Outstanding verbal communication skills with a confident, friendly, and patient phone presence.
• Technical Fundamentals: Familiarity with Windows environments, Microsoft 365, web browsers, printers, and standard desktop applications.
• Networking Basics: Solid grasp of fundamental networking concepts, including Wi-Fi, TCP/IP, VPNs, and basic connectivity troubleshooting.
• Ticketing Systems: Experience navigating IT Service Management (ITSM) or ticketing software to log and track issues.
• Problem-Solving: Methodical analytical skills with the ability to explain technical fixes to non-technical users.

Preferred Qualifications

• Experience in a Managed Service Provider (MSP), help desk, or high-volume call support environment.
• Hands-on experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, ConnectWise).
• Exposure to Active Directory, Microsoft Entra ID (Azure AD), or identity-management platforms.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.

What Success Looks Like

Success in this role means providing swift, courteous, and accurate technical help on the first touch whenever possible. You keep user productivity high by reducing downtime, keeping thorough ticketing logs, and ensuring seamless hand-offs to Tier 2 whenever escalations are required.