Tier 1 Help Desk Technician
About The Position
National Technology Integrators is a national AV, security, and IT contractor. Our key services include design and consulting, integration, and system support. At NTI, we stay curious and embrace the constantly evolving nature of our industry. We’re always looking at new technologies and techniques as they surface, ensuring that our services are up-to-date and that we provide the most value for our clients. We are seeking a customer-oriented and detail-driven Tier 1 Help Desk Technician to join our IT Support Team. In this role, you will serve as the first point of contact for internal staff and end-users seeking technical assistance. You will be responsible for diagnosing, troubleshooting, and resolving initial technical issues related to hardware, software, operating systems, and network connectivity, while delivering excellent customer service.
Requirements
- High school diploma or equivalent required
- Familiarity with Windows 11 operating systems.
- Basic understanding of network fundamentals (TCP/IP, DHCP, DNS, VPN connections, Wi-Fi).
- Exposure to Microsoft 365 or Google Workspace administration.
- Hands-on experience with remote desktop support tools (e.g., TeamViewer, RDP, Zoom/Slack screen share).
- Outstanding written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Strong troubleshooting, analytical, and critical-thinking abilities.
- Excellent customer service attitude, patience, and professional phone etiquette.
- High degree of organizational skill and ability to prioritize tasks in a fast-paced environment.
Nice To Haves
- Associate degree in Information Technology, Computer Science, or equivalent practical experience preferred.
- CompTIA A+, Network+, or Security+ certification.
- Microsoft Certified: Fundamentals / Modern Desktop Administrator Associate (or equivalent).
- Prior experience working with an ITIL-aligned IT Service Management (ITSM) ticketing tool (e.g., ServiceNow, Jira Service Management, Freshdesk, Zendesk).
Responsibilities
- Receive, prioritize, and log incoming end-user requests via telephone, email, and ticketing system.
- Troubleshoot and resolve basic to intermediate technical issues involving Windows, desktop hardware, mobile devices, printers, peripheral devices, and standard application software (e.g., Microsoft 365, Google Workspace, web browsers).
- Assist with user onboarding and offboarding, password resets, account unlocks, multi-factor authentication (MFA) setup, and permissions adjustments in Google Admin Portal.
- Support the installation, upgrading, and initial setup of standard application software.
- Properly document troubleshooting steps, action items, and resolutions in the ticketing system.
- Escalate unresolved or complex incidents to Tier 2 / Tier 3 support teams or specialized engineering teams as appropriate.
- Maintain and update internal technical documentation, knowledge base articles, and end-user self-service guides.
- Assist with basic deployment, imaging, configuring, and cable management of user workstations and office equipment.
Benefits
- Competitive salary
- Health, dental, and vision insurance options.
- Retirement savings plan with employer match
- Life Insurance and Disability
- Paid time off and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
