Helpdesk Technician Tier 1
Core
Provide first-level IT support for end-user hardware, software, and networking issues via ticketing systems, messaging, and email.
Role type
Tier 1 Help Desk Technician
Builds
User support and IT service delivery
Domain
IT Service Management / Enterprise IT
Deliverable
dashboards & analysis
Required skills
Hardware troubleshooting, Software troubleshooting, Networking basics, Active Directory management, Ticketing system management, User account administration, Asset inventory management, Technical documentation
Preferred skills
AV systems troubleshooting, Microsoft Azure administration, Microsoft 365 administration, MDM administration, Enterprise application management (Slack, Jira, Zoom), Knowledge base contribution
Technologies
Microsoft Azure, Microsoft 365, Office 365, Jira, Active Directory, Slack, Zoom
Responsibilities
Log, categorize, and prioritize incoming support requests; Troubleshoot and resolve hardware, software, and peripheral issues; Manage user accounts, password resets, and access permissions; Install and configure desktops, laptops, and mobile devices; Escalate complex issues to Tier 2/3; Maintain asset inventory records; Support onboarding and offboarding processes; Document actions and resolutions; Contribute to the IT knowledge base.
Seniority
Mid-level, hands-on IC