Tier 1 Helpdesk
This is a remote position.
The Level 1 Helpdesk Technician is the first point of contact for end users seeking technical assistance. This role focuses on rapidly triaging, troubleshooting, and resolving common IT issues, while escalating more complex problems to higher-level support teams. Success in this position is measured by ticket resolution time, customer satisfaction scores, and adherence to documented processes.
Key Responsibilities
Receive and log incidents, service requests, and questions via phone, email, and ticketing platform (ServiceNow or similar).
Diagnose and resolve Tier 1 issues involving Windows, macOS, basic Linux, Microsoft 365, VPN connectivity, printers, and common SaaS applications.
Provide step-by-step technical instructions in clear, non-technical language.
Follow standard operating procedures for ticket classification, prioritization, escalation, and closure.
Track all work in the ticketing system, documenting troubleshooting steps and final solutions.
Monitor system alerts and dashboards, acting on events that require Level 1 response.
Maintain an accurate knowledge base of known issues and fixes; contribute new articles as needed.
Collaborate with Level 2/3 teams to ensure seamless hand off and timely resolution of escalated incidents.
Protect data privacy and follow security best practices at all times.
Requirements
Minimum Qualifications
6 months – 2 years of experience in a helpdesk, service desk, or similar customer-facing IT role.
Working knowledge of:
Windows 10/11 administration (user profiles, basic registry edits, network settings)
macOS basics (user accounts, system preferences, software installs)
Fundamental Linux commands (file navigation, service status checks)
Microsoft 365 (Outlook, Teams, OneDrive)
TCP/IP networking, DHCP, DNS, and Wi-Fi troubleshooting.
Familiarity with a modern IT service management platform (e.g., ServiceNow, Freshservice, Zendesk).
Excellent verbal and written communication skills; able to explain technical concepts to non-technical users.
Strong problem-solving attitude and customer service orientation.
Ability to type 40+ WPM and multitask in a fast-paced environment.
Preferred Qualifications
CompTIA A+, Network+, or ITIL Foundation certification.
Experience supporting cloud productivity suites (Google Workspace, Azure AD).
Exposure to remote management tools (RMM) or scripting (PowerShell, Bash).
Work Environment & Equipment
Company-provided laptop, headset, and access to remote support tools.
Candidate must supply consistent electric power and broadband internet (minimum 25 Mbps down / 5 Mbps up).