Help Desk Technician (Tier 1 Support)
Location: Maple Shade, NJ (100% In-Office)
Job Type: Full-Time, Hourly
Pay: $22/hr
Schedule: Monday–Friday, 8:30 AM – 5:00 PM
About This Role
We are seeking a motivated Help Desk Technician (Tier 1) with 1–3 years of IT support experience, preferably within a Managed Services Provider (MSP) environment. The ideal candidate has a solid foundation in Windows systems, strong troubleshooting skills, and the ability to support end users in a fast-paced, service-driven environment.
Role Overview
As a Tier 1 Technician, you will be the first point of contact for technical support requests across our Managed Services team. You’ll resolve common issues, deliver excellent customer service, and escalate more complex incidents as needed. This role is ideal for someone who is detail-oriented, responsive, and enjoys solving technical problems.
Key Responsibilities
- Serve as the first point of contact for support requests via phone, email, and ticketing system
- Troubleshoot and resolve Tier 1 issues related to desktops, laptops, mobile devices, and applications
- Provide remote and occasional on-site support to internal users and clients (primarily remote)
- Escalate complex issues to Tier 2 following established procedures
- Maintain accurate ticket documentation, including troubleshooting steps and resolutions
- Participate in live call queues and assist customers in real time
- Collaborate with team members and share knowledge when needed
Qualifications
- Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 1–3 years of professional IT support experience; MSP experience strongly preferred
- Familiarity with ticketing systems and customer support workflows
- Strong communication skills with a client-focused approach
- Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft certifications) are a plus
Technical Skills
- Troubleshoot basic networking and connectivity issues for workstations and peripherals
- Support Windows 10/11 environments, including login issues and application troubleshooting
- Perform basic Windows Server tasks (user access, shared resources)
- Assist with Microsoft 365 administration (Entra ID password resets, Exchange setup, OneDrive, SharePoint, Teams)
- Handle routine administrative tasks (password resets, group changes, file share access)
Additional Information
- Performance measured through KPIs such as response times, resolution rates, and customer satisfaction
- Ability to manage and prioritize multiple tickets in a fast-paced environment
- Certification training provided; technicians are expected to obtain certifications regularly
- Participation in after-hours support and on-call rotation after 90 days
