IT Tier 1 Help Desk

Job Title: IT Help Desk Tier 1

Summary:

Provides first-level technical support to end-users experiencing computer, software, hardware, or network issues. This role focuses on resolving basic technical problems and escalating more complex issues to higher-level support teams.

Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.1

• Troubleshoot and resolve common technical issues, such as password resets, software installations, printer problems, and basic network connectivity issues.

• Guide users through diagnostic procedures to identify and resolve problems.

• Accurately document all support requests and resolutions in a ticketing system.

• Escalate unresolved issues to Tier 2 support or other appropriate teams.

• Maintain a high level of customer service and professionalism in all interactions.

• Provide basic training and guidance to end-users on software and hardware usage.

• Contribute to knowledge base articles and documentation to improve self-service support resources.

Qualifications:

• High school diploma or equivalent; associate's degree in a related field preferred.

• Basic understanding of computer hardware, software, and networking concepts.

• Strong customer service and communication skills.

• Ability to troubleshoot and resolve basic technical problems.

• Familiarity with ticketing systems and remote support tools.

• CompTIA A+ certification or equivalent is a plus.

This is a general job description and may vary depending on the specific company and industry.