Tier 1 Help Desk Technician Position Available In Wake, North Carolina
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Job Description
Description The IT Operations Division is responsible for providing phone, in-person, and field support ranging from tier 1-3 tasks. The operations team is responsible for providing laptop, desktop, hardware, software support to all end users. The Operations team is in need of a Tier 1 Help Desk technician that would be responsible for taking user support tickets and requests via ServiceNow, Phone and occasionally desk side or in-person support. Support Responsibilities will range from resolving hardware, software, printer, AV and Phone issues. Our clients environment is mainly windows so candidates should have experience supporting a windows environment from a help desk perspective. Hands-on hardware experience will be a huge plus here. Candidates should have at least two years of Active Directory experience and prior experience of using a ticketing system such as ServiceNow.
- Provide first-level technical support and troubleshooting for end users, including resolving issues with hardware, software, printers, audio/visual equipment, and basic networking.
- Respond to and document service requests and incidents in the ServiceNow ticketing system.
- Perform user account management tasks such as creating, modifying, and disabling accounts in Active Directory and Microsoft 365.
- Assist with onboarding new employees by provisioning laptops, phones, and other equipment.
- Escalate complex issues to the tier two support team as needed.
- Maintain a positive, customer-service oriented attitude when interacting with end-users Skills Help desk support, Ticketing system, Active directory, Windows 10, Troubleshooting Additional Skills & Qualifications
- 1-3 years of experience in a help desk or technical support role
- Proficient in troubleshooting Windows-based devices, Microsoft Office applications, and basic networking concepts
- Ability to interpret error messages and use online resources to find solutions
- Strong communication and problem-solving skills
- Experience with ServiceNow or similar ticketing systems
- Basic knowledge of Active Directory and user account management
