IT Help Desk Tier 1
About The Position
Delivering a great support experience starts with the first interaction. The Help Desk Tier I Technician serves as the front line of client support, providing professional, responsive assistance through phone and ticket-based interactions. This role is critical in resolving foundational technical issues, guiding new users through a smooth first-day onboarding experience, and ensuring every client feels supported with clarity, confidence, and care. For someone who stays calm under pressure, enjoys helping others, and thrives in a fast-paced environment, this is an opportunity to combine strong communication skills, technical aptitude, and a service-first mindset in a meaningful client-facing role.
Requirements
- 0–1+ years of experience in IT support or customer service
- Strong communication skills, especially over the phone
- Basic understanding of Windows operating systems and Microsoft 365
- Interest in pursuing a career in IT and managed services
Nice To Haves
- Experience in customer-facing roles preferred
Responsibilities
- Serve as the first point of contact for client support requests, providing professional and courteous assistance by phone and through ticketing systems.
- Gather critical details, ask thoughtful troubleshooting questions, and create clear, accurate, and well-documented support tickets.
- Deliver real-time support for common technical issues, guiding users step by step toward resolution.
- Support new employees on their first day by assisting with system logins, password setup, resets, and MFA enrollment.
- Verify user access to essential systems, including email, workstation login, and business-critical applications.
- Resolve Tier 1 issues such as password resets, account unlocks, MFA problems, basic access issues, and simple workstation or connectivity concerns.
- Accurately categorize, prioritize, and route tickets to the appropriate support tier or team when escalation is needed.
- Document troubleshooting steps, updates, and resolutions thoroughly to ensure continuity and visibility across the team.
- Follow established onboarding workflows, support procedures, and service standards while identifying opportunities to improve documentation.
- Manage phone coverage and ticket workload effectively while meeting response time expectations, service level objectives, and time-entry standards.
Benefits
- A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
- 3 weeks of PTO (4 weeks after 2 years) per year
- A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
- Health, Dental, and Vision Insurance
- Disability Insurance
- Group and Supplemental Life Insurance
- Paid Family Leave
- 401(k) with 3% match
- ESOP!
- Team Profit Sharing
- Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
- Paid Volunteer Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
