Helpdesk Technician - Tier 1
Core
First-line technical support specialist handling customer inquiries via phone and email, performing remote troubleshooting, and escalating unresolved issues.
Role type
Tier 1 Helpdesk Technician
Builds
Customer support resolution and internal documentation
Domain
IT Managed Service Provider (MSP)
Deliverable
client delivery
Required skills
remote troubleshooting, customer service, technical documentation, process adherence, multi-tasking, basic system diagnostics
Preferred skills
problem-solving, team collaboration, continuous learning
Technologies
computer systems, mobile devices, softphones (via careerplan.io/jobs/59-00E-A0-268-39-407-helpdesk-technician-tier-1)
Responsibilities
Serve as first point of contact for technical assistance, perform remote troubleshooting, walk customers through problem-solving, direct unresolved issues to higher levels, create and maintain documentation, handle weekend on-call rotation
Seniority
Entry to Mid-level, hands-on IC