IT Help Desk Support, Tier 1
Position Summary
The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users.
This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business.
Key Responsibilities
- Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity.
- Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems.
- Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable.
- Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided.
- Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off.
- Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work.
- Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken.
- Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training.
- Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests.
- Maintain accurate records for supported hardware, software, and other assigned IT assets.
- Support basic server, backup, or administrative tasks as assigned by the IT team.
- Follow all company policies and standards, including safety, security, and data protection requirements.
Qualifications and Preferred Experience
Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization.
- Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role.
- Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important.
- Exposure to distribution, warehouse, field, or multi-site operations is preferred.
- Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility.
Technical Skills
- Working knowledge of Windows operating systems and desktop environments.
- Basic networking knowledge, including connectivity, VPN, and general troubleshooting.
- Hardware troubleshooting for PCs, printers, RF devices, and related peripherals.
- Experience using ticketing systems and documenting support activity clearly and consistently.
- Basic mobile device support.
- Helpful but not required: familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support.
What Success Looks Like
- Internal customers feel supported, respected, and confident that IT is helping them solve problems.
- Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate.
- Users receive clear communication and timely follow-up.
- Tickets are well documented and useful for future reference.
- Repeat issues are identified and reduced over time.
- Stronger working relationships are built between IT and employees across the business, including the field.
- Senior IT resources are freed up by effective handling of Tier 1 support issues.