Support Technician, Tier 1 NJ
Core
First point of contact for customers and employees, handling support calls, emails, and chat inquiries to troubleshoot basic IT issues.
Role type
Tier 1 IT Support Technician
Builds
Resolves common hardware, software, and network issues for end-users
Domain
IT Support / Helpdesk
Required skills
Troubleshooting, Ticketing systems, Remote desktop tools, Basic networking, Password resets, Account unlocks, User education
Preferred skills
Call center experience, Mobile device support, Cloud-based applications support, Zendesk/ServiceNow experience
Responsibilities
Answer incoming support calls, emails, and chat requests; Provide first-level troubleshooting for hardware, software, and network issues; Walk users through basic troubleshooting steps and document resolutions; Escalate complex issues to Tier II or other teams; Create and update support tickets in the helpdesk system; Assist with password resets, account unlocks, and basic system access requests; Educate users on IT best practices
Seniority
Entry-level, 1+ year experience