The Tier 1 Help Desk Technician provides front-line technical support to end users and serves as the first point of contact for IT-related issues. This role is responsible for diagnosing and resolving routine hardware, software, account, and connectivity issues while delivering responsive, high-quality customer service. The technician also supports workstation deployment, user onboarding and offboarding, asset management, and day-to-day IT operations.
Duties
Provide Tier 1 technical support through the ticketing system, phone, email, and in-person requests.
Diagnose and resolve common hardware, software, account, printer, VPN, and connectivity issues.
Set up, configure, deploy, and maintain workstations, laptops, peripherals, and mobile devices.
Support user onboarding and offboarding, including device provisioning and account setup.
Document incidents, service requests, troubleshooting steps, and resolutions while meeting established SLAs.
Escalate complex issues to Tier 2/3 teams with thorough documentation and relevant troubleshooting information.
Maintain IT asset inventory and ensure devices meet configuration, update, and security standards.
Provide basic support for conference room and audiovisual technology.
Maintain knowledge base documentation and identify recurring issues or opportunities to improve IT services.
Collaborate with technical teams on system maintenance, IT initiatives, and continuous service improvement.
Required Skills
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
2+ years of experience in a help desk or technical support role.
Strong working knowledge of Windows operating systems and common business applications.
Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
Experience providing technical support to end users in a professional environment.
Strong troubleshooting, organizational, multitasking, and problem-solving skills.
Excellent customer service and communication skills.
Preferred Skills
Experience with Active Directory and Microsoft 365 or similar enterprise environments.
Familiarity with IT service management or ticketing systems such as ServiceNow, Jira, or Zendesk.
Experience with endpoint management and remote support tools.
Basic experience supporting audiovisual or conference room technology.
CompTIA A+, Network+, or similar industry certification.