Job Description

Description

The IT helpdesk support (Tier 1) is the first line of contact for technical support requests from internal users. This role will be responsible for providing prompt customer service and basic troubleshooting for common software, hardware, and account-level issues. Helpdesk support is responsible for documenting requests, resolving tier 1 issues, and escalating more complex problems to senior IT staff. This position does not include responsibility for system administration, server management, ERP configuration, network architecture, security administration, or production system changes. All advanced issues are escalated to senior IT staff.

Key Responsibilities


  • Provide first-level technical support to end users via in-person, phone, email, ticketing system, and approved remote (RMM) tools, following documented procedures and guidance from senior IT staff.

  • Accurately document, update, and track all support requests in the t...

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