Support Technician – Helpdesk Tier I

Job Description:

Provides expert on-site and remote service support for all assigned tickets.  Reviews assigned tickets and resolves support issues remotely and on-site where possible.  Discusses high-level technical issues with customers.  Provides advise about technical issues and makes recommendations to customers.


Job responsibilities:

  • Performs Tier 1 support for Managed Services Customers – quickly discerns and prioritizes all incoming requests and tickets.
  • Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions.
  • Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
  • Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
  • Maintains information within a knowledge-based computer system. Includes data entry of commonly reported problems, questions and known resolutions and troubleshooting steps.
  • Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
  • Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
  • Remotely assist clients with support needs.
  • Completes excellent and proficient documentation in ticket system and follows processes in IT Glue, SharePoint and other forms of corporate product documentation systems.
  • Responds to text, phone calls, e-mails, team messaging, team meetings and any other form of communication within the company’s system in an efficient and timely manner without delay.


Required skills:

  • Critical thinking skills and a strong analytical mindset.
  • Strong client relationship/customer service experience.
  • Strong oral/written communication skills.  Ability to articulate technical concepts to non-technical audience.
  • Experience supporting and troubleshooting Web based applications.
  • Understands Active Directory user and email management:  reset password, unlock account, creating accounts, group policy, and group management, mailbox creation and management.
  • Understands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT.
  • Has strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 7 and 10, Outlook, Word, Excel and Power Point.
  • Ability to resolve Virus/Malware issues.
  • Ability to configure and troubleshoot Network printers.
  • Understands file and share permissions, drive mappings and offline files.


Required/Preferred Experience:  2 years helpdesk experience or required education.


Required/Preferred Education:  Associates degree or professional IT Training program completion.

To apply, please send your resume to