Tier 1 Helpdesk Technician
The Tech Consultants
Job Description
Job Description
About Us
At The Tech Consultants , we’re passionate about delivering exceptional IT solutions that empower businesses to thrive. For over 20 years , we’ve provided reliable, forward-thinking technology services that our clients trust to keep their operations running smoothly. Our team delivers managed services, cloud solutions, VoIP, cybersecurity, and help desk support to organizations that depend on us for stability, security, and innovation.
As a growing company with a long-standing reputation for excellence, we value creativity, problem-solving, and a deep commitment to top-tier customer service.
Position Summary
The Tier 1 Technician will troubleshoot basic to moderately complex issues, follow established procedures, assist in configuration of system hardware, and escalate incidents when necessary. You’ll work directly with end users, delivering prompt, courteous, and effective support. You will be expected to visit local customer site locations as needed to assist with equipment deployment and troubleshooting with guidance from senior technicians.
Key Responsibilities
- Provide first-level troubleshooting for hardware, software, networking, and cloud-based system issues
- Accurately document all client interactions, steps taken, and resolutions in the ticketing system
- Follow standard operating procedures (SOPs) and knowledge base articles to resolve issues efficiently
- Escalate complex issues to Tier 2 or Tier 3 technicians when appropriate
- Assist with user account management (password resets, access control, onboarding/offboarding)
- Support Microsoft 365 applications, email configuration, and collaboration tools
- Troubleshoot workstation issues including OS performance, printers, peripherals, and connectivity
- Deliver excellent customer service with clear communication and professionalism
- Contribute to internal documentation and knowledge base improvements
Required Skills & Qualifications
- 1–2 years of helpdesk, desktop support, or customer service experience (MSP experience preferred)
- Strong knowledge of Windows OS, basic networking concepts (DNS, DHCP, TCP/IP), and common business applications
- Familiarity with Microsoft 365, Azure AD, and Intune
- Ability to troubleshoot basic desktop, laptop, and printer issues
- Strong written and verbal communication skills
- Customer-first mindset with patience and professionalism
- Ability to multitask and manage time effectively in a fast-paced environment
- Valid California Class-C drivers license
Preferred Qualifications
- Experience working for a Managed Services Provider (RMM/PSA tools, multi-client environment)
- CompTIA A+, Network+, or equivalent certifications
- Basic understanding of cybersecurity best practices
- Exposure to Kaseya tools
What We Offer
- Competitive salary and benefits
- Professional development opportunities and certification support
- Growth paths into Tier 2/3, project engineering, or cybersecurity roles
- Collaborative team environment with strong leadership support
Vacancy posted 2 days ago
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