IT Help Desk Technician

Tier 1 Help Desk Technician

This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience and visibility to Executive leadership. As an organization, we are in considerable growth mode through acquisition and with a laser focus on positive culture building.

We are seeking a dedicated and customer-focused Tier 1 Help Desk Technician to join our IT support team. The ideal candidate will provide first-line technical support for hardware, software, and network-related issues. As the initial point of contact for users seeking technical assistance, this position requires strong problem-solving skills, effective communication, and the ability to troubleshoot and resolve basic technical problems.

On a typical day, you will be:

• Providing first-level technical support via phone, email, and chat for employees or customers facing technical issues
• Diagnosing and resolving common IT issues related to hardware, software, and network connectivity (e.g., login issues, software errors, printing problems)
• Documenting and tracking issues through a help desk ticketing system, ensuring accurate records of issues and resolutions
• Escalating unresolved issues to higher-tier support teams (Tier 2 or Tier 3) when necessary, while providing detailed information to assist in further troubleshooting
• Assisting with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standards
• Providing guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practices
• Maintaining an inventory of IT assets such as hardware, software, and peripherals
• Assisting in setting up new users with accounts, systems, and equipment
• Following standard operating procedures (SOPs) and maintaining a professional and courteous demeanor when communicating with users
• Performing other duties as assigned by the Help Desk Manager or the IT team

Who you are:

• Strong technical troubleshooting skills with the ability to diagnose and resolve common hardware and software issues
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP)
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systems
• Excellent communication skills – both verbal and written, with the ability to explain technical concepts to non-technical users
• Strong customer service skills, with a positive attitude and professional demeanor
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
• Ability to work well both independently and as part of a team
• Knowledge of FreshService ticketing systems is a plus
• Experience with SCCM and/or Intune is a plus