Tier 1 Onsite Help Desk Technician

Job Description

Job Description

Tier 1 Onsite Help Desk Technician

The Tier 1 Onsite Help Desk Technician provides first-level technical support to end users by installing, configuring, and troubleshooting hardware, software, and peripheral devices. This role is responsible for new employee workstation setup, resolving day-to-day technical issues, and delivering excellent customer service while ensuring minimal disruption to business operations.

Key Responsibilities

• Configure and deploy laptops, desktops, monitors, docking stations, mobile devices, and peripherals for new hires.
• Set up user workstations, including hardware installation, account verification, and connectivity testing prior to employee start dates.
• Provide onsite technical support for hardware, software, printers, phones, and network connectivity issues.
• Diagnose, troubleshoot, and resolve Tier 1 technical issues in a timely manner or escalate complex issues to higher-level support teams.
• Install, configure, and maintain Windows operating systems, Microsoft Office applications, and approved business software.
• Assist users with password resets, account access, multi-factor authentication, and basic Active Directory tasks.
• Respond to help desk tickets, phone calls, emails, and walk-up support requests while meeting established service level agreements (SLAs).
• Maintain inventory of IT equipment and accessories, including asset tagging and documentation.
• Perform hardware replacements and upgrades, including memory, storage drives, monitors, keyboards, mice, and docking stations.
• Document troubleshooting steps, resolutions, and system changes within the IT ticketing system.
• Support conference room technology and audiovisual equipment as needed.
• Assist with employee onboarding and offboarding by preparing, deploying, collecting, and reimaging equipment.
• Follow company security policies and IT best practices to protect company data and systems.
• Maintain a clean and organized IT workspace and storage area.

Required Qualifications

• High school diploma or equivalent; Associate's degree or technical certification preferred.
• 1–3 years of IT Help Desk or Desktop Support experience preferred.
• Working knowledge of Windows operating systems and Microsoft Office 365.
• Familiarity with Active Directory, Azure Active Directory, or Microsoft Entra ID is a plus.
• Experience configuring laptops, desktops, printers, and mobile devices.
• Basic understanding of networking concepts including Wi-Fi, VPN, TCP/IP, and DNS.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to lift and move IT equipment up to 40 pounds.

Preferred Skills

• Experience with ticketing systems such as ServiceNow, Jira, Freshservice, or Zendesk.
• Knowledge of Microsoft Intune, SCCM, or other endpoint management tools.
• CompTIA A+ or equivalent IT certification.
• Experience supporting Microsoft 365 applications and Teams.

Success in This Role

The ideal candidate is customer-focused, detail-oriented, and enjoys solving technical problems. They proactively support employees by ensuring new hires have fully functional workstations on their first day, quickly resolving technical issues, and maintaining reliable IT hardware and systems throughout the organization.