IT Helpdesk Technician

About the role

We are looking for a Tier 1 IT Helpdesk Technician to deliver high‑quality technical support to our clients via phone, email, chat and ticketing systems. The role serves as the first point of contact for workstation, network and application issues, ensuring timely resolution or escalation while meeting service‑level agreements.

Key responsibilities

• Provide multi‑channel support (phone, email, chat, ticketing) for Windows, macOS, mobile devices, printers and non‑PC equipment.
• Troubleshoot connectivity issues, LAN/WAN, routers, switches, Wi‑Fi access points and cabling.
• Manage tickets: log, categorize, prioritize and meet SLA targets.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Perform user management tasks such as password resets, access provisioning and onboarding/off‑boarding.
• Monitor alerts, respond to notifications and maintain accurate documentation of incidents and resolutions.
• Deliver professional, empathetic customer service and stay updated on MSP tools and best practices.

Required profile

• 1–2 years of experience in IT support, helpdesk, HSIA or managed service environments.
• High school diploma required; associate degree preferred.
• Strong customer focus and ability to multitask professionally.
• Excellent verbal and written English communication skills.

Required skills

• Windows and macOS workstation support.
• Active Directory user management.
• Networking fundamentals: IP, DNS, DHCP, Wi‑Fi.
• Ticketing platforms: ConnectWise, ServiceNow, Zendesk.
• Microsoft 365 and Google Workspace administration.
• Printers, routers, switches, wireless access points, cabling, consoles and PDAs.