Tier 1 Help Desk

TEKsystems•Flint, MI

1d•$18 - $22•Hybrid

About The Position

We’re looking for a customer-focused Tier 1 Helpdesk Technician to be the first line of support for our Windows users. You’ll resolve common hardware/software issues, triage tickets, and escalate when needed—keeping employees productive and informed.

Requirements

1–2+ years in a helpdesk or technical support role.
Hands-on experience supporting Windows 10/11 and Microsoft 365.
Familiarity with AD/Entra ID basics (resets, unlocks, group adds).
Comfortable with ticketing tools and remote support utilities.
Strong customer service, communication, and documentation skills.

Nice To Haves

Exposure to endpoint management (Intune, SCCM) and basic imaging.
Basic networking knowledge (DNS/DHCP/TCP‑IP, VPN, Wi‑Fi).
Entry‑level PowerShell familiarity for simple checks or scripted tasks.
CompTIA A+ or similar certification.

Responsibilities

Serve as the initial point of contact (phone, chat, portal) for end-user issues and requests.
Troubleshoot Windows 10/11, Microsoft 365 apps (Outlook/Teams/OneDrive), VPN/Wi‑Fi, and printers.
Handle account-related tasks in Active Directory/Entra ID: password resets, unlocks, group membership changes.
Use remote support tools to diagnose and resolve incidents; document work clearly in the ticketing system.
Follow standard operating procedures (SOPs), knowledge base articles, and escalation paths.
Prepare and issue loaners; assist with basic imaging/reimaging and software installs as needed.
Communicate status updates and set clear expectations with users; close tickets within SLA.
Flag recurring issues and suggest knowledge base or process improvements.