Fully Remote
$18 per hour, Temp to Hire, Benefits available through Temp period!
Call Center Helpdesk Support
Tier 1 Helpdesk Technician
We are looking for a customer-focused Tier 1 Helpdesk Technician to join our IT support team. This role will be the first point of contact for end-users needing technical assistance. The Tier 1 Technician will respond to incoming support requests, troubleshoot basic issues, and escalate complex cases to higher-tier support as necessary. This position requires strong communication skills, technical aptitude, and the ability to work efficiently in a fast-paced environment.
Job Duties:
• Answer, assess, and prioritize incoming helpdesk requests through phone, email, and ticketing systems.
• Troubleshoot common IT issues, including hardware, software, and connectivity problems, following established procedures and workflows.
• Resolve technical issues at the Tier 1 level and provide clear instructions or documentation to users.
• Escalate unresolved issues to Tier 2 or other relevant IT support levels with complete and detailed documentation of steps taken.
• Keep users informed on the progress of their issues, ensuring a timely and effective resolution.
• Accurately record issue details, actions taken, and resolutions in the ticketing system for future reference and reporting.
• Document recurring issues to help identify potential areas for process improvement.
• Perform routine system and application health checks, reporting abnormalities to senior team members.
• Assist in maintaining inventory of IT equipment and software licenses.
• Contribute to the helpdesk knowledge base by documenting common issues and solutions.
REQUIREMENTS
• High school diploma of GED required.
• Associates degree or IT Certifications Preferred
• 1-2 years of experience in IT support. Previous helpdesk experience is a plus.
• Basic understanding of computer systems, mobile devices, and technical troubleshooting.
• Familiarity with operation Windows Operating System and remote desktop tools.
• Knowledge of ticketing systems. Service Now is preferred.
• Strong verbal and written communication skills
• Ability to work independently and manage time effectively.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
