Ignite IT is seeking a seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry-level role provides first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. The ideal candidate will have 1–3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem-solving in a fast-paced environment.
Key Responsibilities
- Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system
- Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
- Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols
- Document all support interactions in the ticketing system with clear, accurate, and timely updates
- Assist in user account creation, password resets, and access management in Active Directory and other platforms
- Help end users with troubleshooting VPN connections such as Zscaler
- Follow standard operating procedures for common support requests and troubleshooting
- Share new issues and solutions in the knowledge base to support team learning
- Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
- Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery
Requirements
- Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)
- 1–3 years of experience in a technical support or help desk role
- Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware
- Familiarity with ServiceNow or other ticketing systems
- Strong communication, problem-solving, and interpersonal skills
- Ability to prioritize and manage time effectively in a dynamic environment
Preferred Qualifications
- CompTIA A+, ITIL Foundations, or other relevant IT certifications
- Experience supporting remote users or working in a multi-location organization
- Exposure to Active Directory, Office 365, VPN, and remote desktop tools
- Basic knowledge of ITIL, ITSM frameworks, or MSP environments
- Familiarity with Microsoft Intune, Azure Portal, or Entra ID
Work Environment
- May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects
- Position is 100% on-site.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
