Help Desk Technician - Tier 1

Job Description

Job Description

We currently have an exciting opportunity for a Tier 1 Help Desk Technician to join our team. This position can be remote or hybrid out of our West Chester, PA office. As a member of the Help Desk Team, the Tier 1 Technician will serve as the first point of contact for technical support, providing assistance with Active Directory, Office 365, desktops, laptops, printers, scanners, VPN connections, and other core business applications.

The ideal candidate will have a solid foundation in IT support, with experience in user account administration, troubleshooting hardware and software issues, and providing excellent customer service. This role is well-suited for individuals who are reliable, detail-oriented, and motivated to grow their careers within a managed services environment.

Responsibilities

• Provide first-line support to end-users via phone, email, and ticketing system
• Troubleshoot and resolve issues with Windows operating systems, Microsoft Office applications, and peripheral devices
• Administer user accounts in Active Directory, including creation, password resets, and group membership
• Manage Office 365 accounts, licensing, and mailbox configurations
• Support VPN connectivity and remote access solutions
• Perform device setups, replacements, and user onboarding / offboarding tasks
• Document work performed and maintain accurate records in the help desk CRM
• Monitor RMM alerts, respond appropriately, and escalate complex issues to Tier 2 / 3 when necessary
• Provide basic support for VoIP phone systems (adds, moves, and changes)
• Troubleshoot user issues within T1 Scope
• Deliver clear communication and maintain a high standard of customer service in all interactions

Requirements

Benefits

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.