IT Helpdesk / Tier 1

OneZero Solutions•Portsmouth, NH

2d•Onsite

About The Position

The Help Desk Technician provides first-level technical support to internal users and clients. This role is responsible for diagnosing and resolving hardware, software, and network-related issues in a timely and professional manner. The ideal candidate will have strong customer service skills, technical troubleshooting abilities, attention to detail, and a commitment to quality support.

Requirements

1-3 years of experience in a help desk or technical support role.
Strong knowledge of Windows 10/11, Office 365, and common desktop applications.
Basic understanding of networking principles (TCP/IP, DNS, DHCP).
Excellent communication and customer service skills.
Ability to multitask and prioritize in a fast-paced environment.
High school diploma or equivalent (Associate's or Bachelor's in IT-related field preferred).

Nice To Haves

IT certifications (e.g., CompTIA A+, Network+, Microsoft MCP) a plus.

Responsibilities

Respond to user requests via phone, email, chat, or ticketing system.
Diagnose and troubleshoot hardware, software, printer, and network issues.
Escalate unresolved issues to the appropriate technical teams.
Log all service requests, incidents, and changes in the ITSM/ticketing system.
Assist in setting up and maintaining workstations, user accounts, and permissions.
Provide support for Microsoft Office Suite, Windows OS, and remote tools.
Follow standard operating procedures for problem resolution and escalation.
Maintain knowledge base articles and end-user documentation.
Support onboarding/offboarding processes including device setup and account configuration.
Create and manage Active Directory user accounts, mailboxes, and security groups