Helpdesk Engineer (Tier 1)
About The Position
We are seeking an enthusiastic Helpdesk Engineer (Tier 1) to join our IT team. This is an entry-level role, perfect for someone who enjoys technology, solving problems, and helping people. As a Helpdesk Engineer, you’ll be the first point of contact for client support needs, handling common IT issues, and escalating more complex problems to our Systems Analysts (Tier 2) and Senior Systems Engineers (Tier 3). This position is also the starting point in our IT career path, with clear opportunities to advance to Tier 2 as you gain experience and training.
Requirements
- Basic knowledge of computers, operating systems, and common applications.
- Interest in IT and a strong desire to learn more advanced technologies.
- No prior IT job experience required — just a genuine interest in technology and problem-solving.
- Willingness to learn new tools, systems, and processes with guidance from senior engineers.
- Motivation to grow into a Tier 2 Systems Analyst role over time.
- Strong communication and interpersonal skills; able to explain technical issues in simple terms.
- Excellent customer service attitude with patience and empathy.
- Organized and detail-oriented when managing tickets and tasks.
- Team player who enjoys working collaboratively.
- No degree or certifications required.
Nice To Haves
- Familiarity with Microsoft Office 365 and Windows environments a plus (training provided).
Responsibilities
- Serve as the first line of support for client issues via phone, email, or ticketing system.
- Troubleshoot and resolve common problems with desktops, laptops, printers, and peripherals.
- Assist with Microsoft Office 365 applications, Windows operating systems, and password resets.
- Perform basic troubleshooting for network connectivity issues (Wi-Fi, wired connections, VPN access).
- Escalate more complex issues to Tier 2 or Tier 3 engineers when needed, providing clear notes and documentation.
- Accurately log all client requests in the ticketing system.
- Categorize and prioritize tickets for efficient handling.
- Follow up with clients to ensure issues are resolved to their satisfaction.
- Assist Tier 2 engineers with smaller projects such as desktop and laptop deployments.
- Participate in new client setups and technology rollouts as directed by senior team members.
- Communicate with clients in a friendly, professional, and empathetic manner.
- Set expectations for resolution times and provide updates during troubleshooting.
- Deliver an excellent customer service experience with every interaction.
Benefits
- Health, Dental, and Vision insurance.
- Retirement plan with company match.
- Paid time off and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
