Tier 1 Help Desk Technician

About Us We're a fast-growing Managed IT Services company that supports organizations across many industries and multiple locations.

Our mission is simple:

deliver fast, friendly, and dependable support that turns clients into Raving Fans! We run on teamwork, strong processes, and a high bar for customer service, and we invest in our people through coaching, training, and clear paths for growth. If you're the kind of person who loves solving problems, learning new tech, and helping people, you'll fit right in. The Role As a Tier 1 Help Desk Technician, you'll be the first line of support for our clients. You'll answer incoming requests, troubleshoot common issues remotely, document your work clearly, and escalate when needed. You'll also help with onboarding new users, setting up workstations, and keeping our systems organized and accurate. This role is ideal for someone who: enjoys helping others and communicating clearly can stay calm and organized under pressure wants to build a strong foundation in IT support and grow into Tier 2/Tier 3 over time What You'll Do (Day-to-Day) Provide professional, high-quality support to end users via phone, email, and ticketing system Create detailed, accurate tickets (good notes matter here) Troubleshoot and resolve Tier 1 issues remotely (hardware, software, account access, workstation problems, peripherals) Escalate issues to the appropriate technician when necessary—knowing when to hand off is a skill Monitor the service desk queue and work tickets first-in/first-out based on priority and SLA expectations Install, test, and configure workstations, peripherals, and common software Assist with onboarding/offboarding tasks for new users Modify workstation configurations (default settings, utilities, approved software settings, etc.) Assign users/computers to proper groups in Active Directory Track and maintain inventory for equipment, software, and licenses Contribute to internal documentation and procedures to improve consistency and speed Participate in an On-Call rotation to support client needs outside standard hours What Success Looks Like in This Role Users feel supported, respected, and confident after interacting with you Tickets are well documented, accurately categorized, and resolved efficiently You consistently meet commitments and follow through on tasks You balance speed and quality by fixing it right, not just fast You grow your troubleshooting skills month over month You support the team by escalating appropriately and communicating clearly Who You Are You'll be a great fit if you're: Customer-service driven (you genuinely enjoy helping people) Honest, dependable, and a strong teammate Organized and able to manage multiple priorities in a fast-paced environment Comfortable learning new tools and technology quickly Confident troubleshooting Windows/Mac environments and common business tools Calm under pressure and professional in every interaction Punctual, reliable, and able to work with minimal supervision Why Join Us Clear growth path into Tier 2/Tier 3 support and specialized roles Work alongside a team that values strong processes and strong people Real-world experience supporting multiple clients and environments (great for skill growth) A culture that cares about doing excellent work and taking care of clients and each other Competitive pay and a stable, full-time opportunity Ready to Apply? If you're dependable, service-minded, and ready to grow your IT career in a fast-moving environment, we'd love to meet you.

Pay:

$40,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person