Help Desk Technician (Tier 1 Support)
Location: Maple Shade, NJ (In-Office)
Job Type: Full-Time, Hourly
Schedule: Monday–Friday, 8:30 AM – 5:00 PM
Pay: $22/hr
About This Role
Prior professional IT experience is not required, but candidates must be very familiar with administering the Windows operating system, including working within Control Panel, Command Prompt, and other system tools. They will be required to show their proficiency through various troubleshooting scenarios during the hiring process.
Hands-on experience through personal projects or providing technical support for friends or family is considered valid experience. On-the-job training and certification opportunities are provided; however, you are expected to enter the role with the ability to support end users with little assistance pertaining to using the Windows operating system and its tools.
Role Overview
As a Help Desk Technician (Tier 1), you will serve as the first point of contact for technical support requests within our Managed Services team. You will troubleshoot and resolve common technical issues, deliver excellent customer service, and escalate more complex problems to Tier 2 support when appropriate. This role is well-suited for someone who enjoys problem-solving, working with technology, and helping others.
Key Responsibilities
- Serve as the first point of contact for technical support requests via phone, email, and ticketing system
- Troubleshoot and resolve Tier 1 issues related to desktops, laptops, phones, and basic applications
- Provide remote and occasional on-site support for internal users and external clients (most work is remote)
- Escalate unresolved or complex issues to Tier 2 technicians following established procedures
- Maintain accurate documentation of issues, resolutions, and standard processes
- Participate in the live phone support queue and assist customers in real time
- Share knowledge and assist teammates when appropriate
Qualifications
- A strong familiarity with the Windows environment and troubleshooting with administrative tools is a requirement to be considered for this position.
- Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 1–2 years of personal or professional IT support experience; MSP experience preferred
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (MS-102, SC-300)
- Strong communication skills with a client-focused mindset
- Interest in using AI tools to improve efficiency and service delivery
Technical Skills
- Troubleshoot basic networking and connectivity issues for workstations and peripheral devices
- Guide users through simple network troubleshooting steps (e.g., rebooting ISP modems, firewalls, or switches)
- Support Windows 10–11, including login issues, application errors, and basic system troubleshooting
- Perform basic Windows Server support tasks (2012–2022), such as user access and shared resource issues
- Assist with Microsoft 365 administration, including Entra ID password resets, Exchange email setup, OneDrive syncing, SharePoint permissions, and Teams support
- Perform routine administrative tasks such as password resets, group membership changes, and network share access
Additional Information
- Performance is measured using KPIs such as calls answered, ticket response times, resolution rates, and customer satisfaction
- Technicians are expected to proactively manage and multi‑task within their ticket queue while communicating clearly and professionally with clients.
- On-the-job certification training is provided, with a requirement of two certifications per calendar year
- After-hours support and on-call rotation begin after 90 days
