Desktop Support Technician Tier 1

Tier 1 Desktop Support Technician

The Tier 1 Desktop Support Technician will be the first point of contact for IT support, providing technical assistance to end-users across the company. This role involves troubleshooting hardware, software, and network issues, setting up new devices, and ensuring excellent end-user support. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.

Key Responsibilities

• Respond to help desk tickets, emails, and phone calls to resolve IT issues.
• Learn our TMS (Transportation Management System) Application, and provide support for our users.
• Troubleshoot and resolve hardware and software problems on Windows/Mac computers, printers, and mobile devices.
• Assist users with common applications such as Microsoft 365, Teams, Web Browsers, and other common office applications.
• Reset passwords, manage user accounts, and support access control policies.

Hardware & Software Maintenance

• Set up and configure new workstations, laptops, and peripherals.
• Install and update software, drivers, and security patches.
• Maintain IT asset inventory, tracking hardware and software assignments.

Networking & Connectivity

• Assist in troubleshooting basic network issues (Wi-Fi, VPN, DNS, connectivity).
• Ensure proper setup and functionality of VoIP phones and collaboration tools.

Documentation & Training

• Document solutions and troubleshooting steps in the IT knowledge base.
• Provide basic training to employees on IT policies, security best practices, and software usage.

Collaboration & Escalation

• Work closely with Vendors, Internal IT Team, Engineering, and IT Management teams to escalate complex issues.
• Support IT projects such as system rollouts, upgrades, and migrations.

Qualifications & Skills

Required

• 1+ years of experience in IT support, help desk, or a related role.
• Proficiency in Windows 10/11, macOS, and Microsoft 365 applications.
• Basic understanding of networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS).
• Strong troubleshooting skills for hardware, software, and peripherals.
• Ability to explain technical concepts to non-technical users with patience and clarity.
• Excellent customer service, problem-solving, and communication skills.

Preferred

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified.
• Experience with Active Directory, Group Policy, and remote desktop tools.
• Familiarity with ticketing systems (NinjaRMM, Zendesk, or similar).
• Exposure to logistics, transportation, or warehouse environments is a plus.