Help Desk Technician - Tier 1
Core
First point of contact for technical support, diagnosing and resolving basic hardware and software issues for business clients.
Role type
Tier 1 Help Desk Technician
Builds
IT support services for businesses in Pennsylvania and New Jersey
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Windows and Mac OS familiarity, computer systems knowledge, network basics, software application knowledge, ticketing system usage, remote support tool usage, hardware setup and configuration, initial diagnostics, technical documentation
Preferred skills
Associate degree in Information Technology, IT support experience, help desk experience, CompTIA A+ certification
Technologies
Windows, Mac, Microsoft 365, Office 365, Cloud
Responsibilities
Respond to user questions via phone, email, or chat; Diagnose and resolve basic hardware and software issues; Record and track user issues in ticketing system; Escalate complex issues to Tier 2; Help set up and configure computers and peripherals; Update and maintain technical documentation
Seniority
Entry-level, hands-on IC