IT Helpdesk Agent Tier 1

Job Description

Salary: $21-$24

Job Summary

We are seeking a highly motivated and customer-focused Tier 1 IT Helpdesk Agent to join our support team. The role will be the first point of contact for users experiencing technical issues, providing prompt and effective resolutions or escalating problems to higher-tier support when necessary. This role requires strong problem-solving skills, excellent communication, and a genuine desire to assist others.

This role would be a 7am to 3pm shift Monday-Friday. Most shifts will be on-site to better support repair and maintenance of equipment. Remote support may be required occasionally.

Responsibilities

Provide initial technical support to users Slack, Service tickets, and in person requests.

Diagnose and resolve basic hardware and software issues, including password resets, connectivity problems, and printer issues.

Document all support interactions, including problem descriptions, troubleshooting, and resolutions, in Freshdesk.

Escalate complex issues to I.T. Specialist support team as needed, ensuring a smooth transition of information.

Maintain a high level of user satisfaction through professional and courteous communication.

Assist in the creation and maintenance of helpdesk documentation and knowledge base articles.

Stay up-to-date with company products, services, and I.T. policies.

Qualifications

High school diploma or equivalent.

1-2 years of experience in a helpdesk or customer support role.

Strong understanding of Windows and Mac operating systems, Printers, Microsoft Office Suite, Google Suite, Basic Networking, and common desktop troubleshooting.

Excellent verbal and written communication skills.

Ability to troubleshoot and resolve technical issues logically and efficiently. Onsite and remote support.

Strong interpersonal skills and a customer-service oriented approach.

Ability to work independently and as part of a team in a quickly changing environment.

Preferred Qualifications

CompTIA A+ or equivalent certification.

Experience with Zendesk, Okta, Google, Intune, Jamf.

Knowledge of mobile devices iOS, Android.

Knowledge of Virtual Machine management software.

Experience in a support role.

Experience in a healthcare environment.

Full-time