IT SUPPORT TECHNICIAN

Summary

The Tier 1 Helpdesk Technician serves as the first point of contact for IT support requests. This role is responsible for initial intake, triage, documentation, and routing of reported issues to the appropriate support teams. The technician ensures timely acknowledgment of requests, accurate classification, and a positive customer experience while helping maintain service level expectations.

Key Responsibilities

• Act as the first point of contact for all IT support requests via ticketing system, phone, email, or portal

• Perform initial triage of reported issues to gather required information and assess urgency, impact, and priority

• Accurately document issues, troubleshooting steps, and relevant details in the ticketing system

• Route and escalate tickets to appropriate Tier 2, Tier 3, or specialized support groups based on established procedures

• Resolve basic, well-documented issues when applicable using knowledge base articles and standard operating procedures

• Monitor ticket queues to ensure timely assignment and adherence to service level agreements (SLAs)

• Communicate clearly with end users regarding ticket status, next steps, and expectations

• Identify recurring issues and trends and escalate observations to leadership or problem management teams

• Follow IT policies, security standards, and data protection requirements

• Contribute to continuous improvement of triage workflows, documentation, and customer satisfaction

Required Qualifications

• High school diploma or equivalent required; associate degree or technical coursework preferred

• 1–2 years of experience in an IT support, service desk, or customer service role (or equivalent combination of education and experience)

• Familiarity with ticketing systems and IT service management (ITSM) concepts

• Basic understanding of common IT issues related to hardware, software, accounts, and connectivity

• Strong customer service and communication skills

• Ability to prioritize tasks and work effectively in a fast-paced environment

• Attention to detail with strong documentation skills

Preferred Qualifications

• Experience with ITIL-based service desk environments

• Familiarity with enterprise systems such as Active Directory, Microsoft 365, or similar platforms

• CompTIA A+, ITIL Foundation, or similar certification

Key Competencies

• Problem intake and assessment

• Clear written and verbal communication

• Customer-focused mindset

• Organization and time management

• Team collaboration and cross-functional coordination

Work Environment

• Remote work environment

• Participation in on-call or after-hours support rotation may be required