Help Desk Support Technician

Job Summary

Providing front-line technical support remotely, the contract Tier 1 Help Desk Technician will assist internal users with troubleshooting issues via calls, chat, and email while managing requests through an ITSM incident tracking system.

Key responsibilities

• Deliver front-line technical support to local and remote users through various communication channels
• Analyze and diagnose customer issues using technical skills and knowledgebase resources
• Support hardware and software installation, configuration, and troubleshooting for desktops, laptops, and mobile devices

Required qualifications

• A high school diploma or equivalent is required
• Experience in help desk support and customer service is necessary
• Proven troubleshooting experience with hardware and software is required
• Experience supporting Microsoft 365 Suite, Office, and Windows 10 OS in an enterprise environment is needed
• Familiarity with account administration and password resets in Microsoft Active Directory or Microsoft Entra ID is required