Help Desk Technician

A Tier 1 Help Desk Technician plays a crucial role in ensuring smooth IT operations by resolving common issues efficiently and providing positive user experience, while serving as the gateway to more advanced technical support when needed.

Requirements

• Serve as the initial point of contact for users via phone, email, chat, or in-person for all IT-related issues and requests.
• Accurately log and track incidents and service requests in the IT ticketing system.
• Troubleshoot and resolve routine technical issues, such as password resets, account unlocks, software installations, and basic hardware or application problems.
• Provide guidance on common application usage and answer 'how-to' questions.
• Escalate unresolved or complex issues to higher support according to defined procedures
• Communicate status updates and resolution information to end-users in a clear, professional manner.
• Assist with proactive maintenance tasks, such as ensuring security patches and updates are applied to client devices.
• Gather detailed information and documentation (including screenshots) to support escalation and troubleshooting.
• Maintain a high level of customer service, empathy, and professionalism in all interactions.
• Perform other duties as assigned to support the needs of the team.

Benefits

• Competitive compensation package
• Benefits that make work more fun and give you and your family peace of mind