Job Description

We are looking for a customer-focused Tier 1 Helpdesk Technician to join our IT support team. This role will be the first point of contact for end-users needing technical assistance. The Tier 1 Technician will respond to incoming support requests, troubleshoot basic issues, and escalate complex cases to higher-tier support as necessary. This position requires strong communication skills, technical aptitude, and the ability to work efficiently in a fast-paced environment.

Job Duties:

• Answer, assess, and prioritize incoming helpdesk requests through phone, email, and ticketing systems.
• Troubleshoot common IT issues, including hardware, software, and connectivity problems, following established procedures and workflows.
• Resolve technical issues at the Tier 1 level and provide clear instructions or documentation to users.
• Escalate unresolved issues to Tier 2 or other relevant IT support levels with complete and detailed documentation of steps taken.
• Keep users informed on the progress of their issues, ensuring a timely and effective resolution.
• Accurately record issue details, actions taken, and resolutions in the ticketing system for future reference and reporting.
• Document recurring issues to help identify potential areas for process improvement.
• Perform routine system and application health checks, reporting abnormalities to senior team members.
• Assist in maintaining inventory of IT equipment and software licenses.
• Contribute to the helpdesk knowledge base by documenting common issues and solutions.

REQUIREMENTS

• High school diploma of GED required.
• Associate degree or IT Certifications Preferred
• 1-2 years of experience in IT support. Previous helpdesk experience is a plus.
• Basic understanding of computer systems, mobile devices, and technical troubleshooting.
• Familiarity with Windows Operating System and remote desktop tools.
• Familiarity with Windows Active Directory.
• Basic knowledge of networking, DHCP, and DNS.
• Knowledge of ticketing systems. Service Now is preferred.
• Strong verbal and written communication skills
• Ability to work independently and manage time effectively. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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