IT Helpdesk

We are seeking an IT Helpdesk to join our team. This role is the first line of defense for all IT Technicians. You will answer phones and emails, create tickets for Tier 2 and Tier 3 technicians, and support customers with first-call resolution issues such as password resets, mapping drives/printers, and guiding users with self-help documentation. You will deliver excellent customer support through training, knowledge, and professionalism.

Schedule: Mon–Thu 12:00 AM–9:00 AM EST, Sun 5:00 AM–2:00 PM EST, with Friday and Saturday off

Responsibilities:

• First line of defense: answer phones, route calls, create tickets, work Tier 1 issues, escalate to Tier 2/3 when needed
• Provide first-call resolution via phone, chat, or ticketing system (password resets, troubleshooting PCs, mobile devices, printers, phones, user education)
• Document, track, and monitor problems to ensure timely resolution
• Learn new skills from Tier 2 teams, assist in projects, and write knowledge documents for training purposes

Skills:

• Strong customer service, troubleshooting, and organizational skills
• Clear written and verbal communication with ability to provide concise instructions
• Knowledge of Windows desktops, Active Directory, and Microsoft Office (Excel, Word)
• Experience with Office 365 is a plus
• Ability to triage unfamiliar issues and willingness to learn new technologies

Minimum Qualifications:

• Excellent English skills, verbal and written
• Associate's Degree in a technical field desired
• A+, technical certifications preferred
• Beginner-level IT support role; willingness to pursue certifications for career growth