Tier 1 Help Desk Engineer - Remote

Overview

We are seeking a proactive and customer-focused Tier 1 Help Desk Engineer to join our growing team. In this role, you will serve as the first point of contact for clients seeking technical assistance via phone, email, or our ticketing system. You will provide efficient and effective support for a range of IT issues, ensuring client satisfaction through excellent communication and problem-solving skills.

In Short

• Respond to client inquiries and technical support requests via phone, email, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, and network issues.
• Escalate complex issues to Tier 2/3 support as needed.
• Document client interactions and troubleshooting steps accurately.
• Perform password resets and basic user administration.
• Follow up with clients to ensure issues are resolved.
• Maintain high customer satisfaction through effective communication.
• Participate in ongoing training to develop technical skills.

Requirements

• 2+ years of experience in help desk or IT support roles.
• Experience with PSA and RMM tools.
• Foundational knowledge of Windows and Mac operating systems.
• Familiarity with Microsoft 365 and Active Directory.
• Basic understanding of networking concepts.
• Strong verbal and written communication skills.
• Excellent problem-solving abilities.
• High school diploma or equivalent required; IT certifications preferred.

Benefits

• Paid time off including holidays.
• Bonus potential based on performance.
• Flexible medical, dental, and vision benefits plans.
• 401(k) with employer match.
• Reimbursement for approved professional certification.