IT Tier 1 Help Desk

Job Title: IT Help Desk Tier 1

Summary:

Provides first-level technical support to end-users experiencing computer, software, hardware, or network issues. This role focuses on resolving basic technical problems and escalating more complex issues to higher-level support teams.

Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.1
• Troubleshoot and resolve common technical issues, such as password resets, software installations, printer problems, and basic network connectivity issues.
• Guide users through diagnostic procedures to identify and resolve problems.
• Accurately document all support requests and resolutions in a ticketing system.
• Escalate unresolved issues to Tier 2 support or other appropriate teams.
• Maintain a high level of customer service and professionalism in all interactions.
• Provide basic training and guidance to end-users on software and hardware usage.
• Contribute to knowledge base articles and documentation to improve self-service support resources.

Qualifications:

• High school diploma or equivalent; associate's degree in a related field preferred.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot and resolve basic technical problems.
• Familiarity with ticketing systems and remote support tools.
• CompTIA A+ certification or equivalent is a plus.

This is a general job description and may vary depending on the specific company and industry.