Tier 1 Help Desk Technician Smart Ass Nerds, LLC Livonia, MI Job Details Part-time | Contract $16 - $20 an hour 15 hours ago Benefits Tuition reimbursement Flexible schedule Qualifications Desktop computer repair Technical documentation Laptop (troubleshooting support) Equipment troubleshooting Windows Printer (troubleshooting support) Driver's License Productivity software support Desktop (troubleshooting support) Networking equipment (troubleshooting support) Desktop administration Peripheral hardware support Full Job Description Position Overview As a Tier 1 Help Desk Technician, you will serve as the first point of contact for end users experiencing technical issues. You will troubleshoot hardware, software, Microsoft 365, networking, and business application problems while delivering exceptional customer service. The ideal candidate has 1-3 years of professional IT support experience and a strong desire to continue developing their technical skills. Key Responsibilities

• Provide first-level technical support via phone, email, remote support tools, and ticketing systems.
• Troubleshoot and resolve workstation, laptop, printer, and peripheral issues.
• Assist users with Microsoft 365 applications, Outlook, Teams, OneDrive, and SharePoint.
• Support user account administration including password resets and access requests.
• Diagnose basic networking issues involving Wi-Fi, internet connectivity, DNS, DHCP, and VPNs.
• Configure and deploy computers, mobile devices, and other end-user equipment.
• Document troubleshooting steps, resolutions, and procedures within the ticketing and knowledge management systems.
• Escalate complex issues to Tier 2 or Tier 3 technicians when necessary.
• Follow service level agreements (SLAs) and established support procedures.
• Participate in after-hours maintenance or emergency support when required.
• Assist with client onboarding, hardware installations, and technology projects.
• Maintain a professional and customer-focused attitude during all client interactions. Required Qualifications
• 1-3 years of experience in an IT Help Desk, Desktop Support, Technical Support, or Service Desk role.
• Strong customer service and communication skills.
• Experience supporting Microsoft Windows 10 and Windows 11.
• Basic knowledge of Microsoft 365 administration and applications.
• Understanding of networking fundamentals including: o TCP/IP o DNS o DHCP o Wireless networking o VPN connectivity
• Experience troubleshooting printers and other peripheral devices.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong documentation, organizational, and time management skills.
• Valid driver's license and reliable transportation.
• Ability to lift and move equipment up to 50 pounds. Preferred Qualifications
• Experience working for a Managed Service Provider (MSP).
• Microsoft 365 Fundamentals (MS-900) certification.
• CompTIA A+ certification.
• Familiarity with: o Active Directory o Microsoft Entra ID (Azure AD) o Intune o Teams Phone / VoIP systems o Remote monitoring and management (RMM) platforms o Ticketing systems such as NinjaOne, ConnectWise, Autotask, ServiceNow, Zendesk, or Jira
• Exposure to virtualization technologies such as Hyper-V or VMware.
• Experience with cabling, networking equipment, or onsite deployments.

Pay:

$16.00 - $20.00 per hour Expected hours: 24.0 - 35.0 per week

Benefits:

Flexible schedule Tuition reimbursement Application Question(s): Due to customer/governmental requirements, do you have US Citizenship?

Shift availability:

Day Shift (Required) Night Shift (Preferred) Ability to

Commute:

Livonia, MI 48152 (Required) Willingness to travel: 50% (Required)

Work Location:

In person