Tier 1 Helpdesk

TEKsystems•Westerville, OH

1d•$18 - $22•Hybrid

About The Position

The Tier 1 Helpdesk Technician serves as the first point of contact for end users, providing technical support for Windows‑based systems, hardware, and common business applications. This role focuses on troubleshooting, incident documentation, and escalation while delivering excellent customer service.

Requirements

0–2 years of IT support or helpdesk experience
Strong knowledge of Windows operating systems
Basic understanding of networking concepts (TCP/IP, DNS, VPN)
Familiarity with Active Directory user management
Experience with Microsoft Office / Microsoft 365
Strong troubleshooting and problem‑solving skills
Excellent verbal and written communication skills
Ability to work in a fast‑paced support environment

Nice To Haves

IT certifications (CompTIA A+, Network+, Microsoft Fundamentals)
Experience supporting remote users
Exposure to ticketing systems and ITSM best practices
Basic scripting or automation knowledge (PowerShell is a plus)

Responsibilities

Provide first‑level technical support for Windows 10/11 operating systems
Troubleshoot hardware issues (desktops, laptops, printers, peripherals)
Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive
Reset passwords and manage user accounts using Active Directory and Azure AD
Resolve basic network issues (Wi‑Fi connectivity, VPN access, printer mapping)
Log, track, and document incidents using a ticketing system (ServiceNow, Jira, Zendesk, etc.)
Escalate unresolved issues to Tier 2/3 support with clear documentation
Follow SLAs and organizational IT policies
Assist with workstation setup, imaging, and user onboarding
Maintain a high level of customer service and communication