The Tier 1 Help Desk Technician supports the Information Technology team by providing front-line technical assistance to end users across the organization. This role is responsible for quickly identifying, documenting, and resolving basic technical issues while ensuring a high level of professionalism and customer service.

This position plays a key role in maintaining operational continuity by managing incoming support requests, escalating complex issues appropriately, and collaborating with internal IT team members to ensure timely resolution. Strong communication, professionalism, and a collaborative mindset are essential for success in this fast-paced support environment.

Key Responsibilities

• Provide first-level technical support to end users via phone, chat, and ticketing systems (75–100% phone-based support)
• Receive, categorize, and prioritize incoming support tickets in ServiceNow, Jira, and Zendesk
• Troubleshoot and resolve basic hardware, software, and connectivity issues
• Escalate complex technical issues to Tier 2 or specialized IT teams as needed
• Maintain accurate documentation of issues, steps taken, and resolutions in ticketing systems
• Assist users with Microsoft Office Suite, Teams, and other standard business applications
• Follow established IT procedures and service level agreements (SLAs)
• Collaborate with internal IT staff to ensure timely issue resolution
• Provide clear, professional communication to non-technical users
• Support continuous improvement of help desk processes and knowledge base documentation

Qualifications & Skills

Important Skills:

• Strong technical troubleshooting and problem-solving abilities
• Excellent communication skills, both verbal and written
• Familiarity with ticketing systems such as ServiceNow, Jira, and Zendesk
• Basic knowledge of Microsoft Office Suite and Microsoft Teams
• Ability to manage high-volume phone-based support requests
• Strong attention to detail and documentation accuracy
• Ability to prioritize tasks and manage time effectively in a fast-paced environment
• Understanding of basic IT concepts including hardware, software, and networking fundamentals

Ideal Personality & Mindset:

• Professional and customer-service oriented
• Calm and patient under pressure
• Collaborative and team-focused
• Proactive and solution-oriented
• Dependable and accountable
• Strong sense of urgency when resolving user issues
• Comfortable working in a structured support environment

Tools & Technologies

• ServiceNow
• Jira
• Zendesk
• Microsoft Teams
• Microsoft Office Suite

Work Schedule & Environment

• Core hours: 8:00 AM – 5:00 PM Pacific Time
• Monday through Friday
• Remote work environment

Compensation

• $5/hour.
• All raises and bonuses are at the discretion of the client.