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AI Summary
Provide first-line technical support for client environments via phone, email, and ticketing systems. Resolve basic IT issues related to hardware, software, and connectivity while escalating complex problems to senior technicians.
This is a remote position.
Overview
We are seeking a Tier 1 Helpdesk Technician to join our team and support a variety of client environments. This role is responsible for handling incoming support requests, resolving basic technical issues, and ensuring a positive client experience. The ideal candidate is customer-focused, detail-oriented, and eager to grow in a fast-paced MSP environment.
Key Responsibilities
- Provide first-line technical support via phone, email, and ticketing system
- Troubleshoot and resolve basic IT issues related to desktops, laptops, printers, and mobile devices
- Support users with Microsoft 365, email, and basic network connectivity issues
- Log, track, and update tickets in the PSA system with clear documentation
- Escalate complex issues to Tier 2 or Tier 3 technicians as needed
- Follow standard operating procedures and documentation for issue resolution
- Assist with user onboarding and offboarding (account setup, permissions, hardware prep)
- Maintain a high level of customer service and communication with clients
Required Skills & Experience
- 1–2 years of IT support experience (preferably in an MSP environment)
- Basic knowledge of Windows operating systems
- Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Understanding of basic networking concepts (DNS, DHCP, VPN)
- Experience with ticketing systems (ConnectWise, Autotask, HaloPSA, or similar)
- Strong troubleshooting and problem-solving skills
- Excellent communication skills, both written and verbal
Nice to Have
- Experience supporting remote users and troubleshooting over remote tools
- Exposure to Active Directory and user account management
- Basic understanding of cybersecurity best practices
- Relevant certifications (CompTIA A+, Network+, or similar)
Key Traits
- Customer-first mindset
- Strong attention to detail and documentation
- Ability to prioritize and manage multiple tasks
- Coachable and eager to learn
Working Conditions
- Fast-paced, ticket-driven environment
- Supporting multiple clients across different industries
- Shift-based work may be required depending on client needs
Requirements
Remote Work Requirements
All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements:
Internet & Power Backup
- Minimum 100 Mbps fiber internet connection
- Battery backup/power solution for your internet connection to prevent downtime during outages
Device & Hardware
- Bring Your Own Device (BYOD) with battery backup
- Noise-cancelling headset for clear communication on calls and meetings
Minimum Device Specifications
- Intel i5 processor or higher
- 8–16+ GB RAM
- Less than 5 years old
- Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance
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