Tier 1 – IT Helpdesk Support
Careers
Tier 1 – IT Helpdesk Support
Employment:
Full-Time
Setup:
WFH
The Tier 1 – IT Helpdesk Support will be the first point of contact for end-users seeking assistance with hardware, software, and network issues. You will handle inquiries via voice, chat, email, and remote support, ensuring timely resolution and maintaining a high level of customer satisfaction. The ideal candidate will have at least 1 year of experience providing IT support in a fast-paced environment.
Key Responsibilities
Provide first-line support to end-users via voice, chat, email, and remote sessions for IT-related issues, including software, hardware, network, and system problems.
Respond promptly and professionally to service requests, ensuring effective issue identification, troubleshooting, and resolution.
Use remote desktop tools to assist with system troubleshooting and resolution of issues.
Document all support interactions and maintain accurate records of issues and solutions using the helpdesk ticketing system.
Perform basic troubleshooting and diagnostics on hardware (laptops, desktops, peripherals), software applications (Microsoft Office, browsers, etc.), and networking issues (Wi-Fi connectivity, VPN, etc.).
Escalate unresolved issues to higher-tier support teams (Tier-2/Tier-3) as needed, ensuring clear communication and documentation.
Collaborate with the IT team to improve helpdesk processes and customer experience.
Provide excellent customer service, maintaining a professional, courteous, and patient approach when working with end-users.
Assist with onboarding new employees by setting up workstations and configuring necessary software/hardware.
Stay up to date with new technologies, company systems, and procedures to provide accurate support.
Requirements
Essential Qualifications:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum of 1 year of experience in an IT helpdesk or technical support role.
Strong proficiency in troubleshooting common software (Windows OS, Microsoft Office, etc.) and hardware (PCs, laptops, peripherals).
Experience handling support requests via voice, chat, email, and remote tools.
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or similar).
Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
Excellent communication skills, with the ability to explain technical issues to non technical users.
Strong problem-solving skills and a customer-oriented attitude.
Ability to work independently and as part of a team in a fast-paced environment.
IT certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.
Experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, or similar).
Familiarity with Active Directory, Office 365, and remote access solutions.
Knowledge of mobile device management (MDM) and support for mobile devices.
Experience in a corporate or enterprise IT environment.
