Tier 1 Helpdesk Technician

We are seeking an entry-level Tier 1 Helpdesk Technician to provide essential first-line technical support to both remote and onsite users. This role focuses on customer service, hardware and software troubleshooting, and maintaining operational efficiency. The ideal candidate will handle routine technical issues, assist Tier 2 staff when necessary, and contribute to inventory management. The position is part-time, 20-25 hours a week, with occasional after‑hours or weekend schedules based on operational needs.

Note that this is an hourly position. The pay rate is dependent upon the level of experience.

• Troubleshoot and resolve hardware, software, and networking issues for end users both remotely and onsite.
• Strong communication and problem-solving skills are essential, as incident resolution and customer satisfaction are top priorities.
• Handle break/fix requests, including desktops, laptops, printers, and peripherals.
• Support Office 365 administration tasks (password resets, basic Outlook issues, Teams, SharePoint, etc.).
• Assist with VPN troubleshooting (Sophos VPN) and antivirus issues (Sophos).
• Document all work performed in the ticketing system and update inventory records.
• Perform inventory management tasks, ensuring all IT equipment is accounted for and up to date.
• Collaborate with Tier 2 technicians on complex issues when escalation is required.
• Occasionally operate scissor lifts/boom lifts to access equipment up to 50 feet in the air.
• Lift and move equipment weighing up to 50 lbs. as needed for installations and relocations.
• Maintain a customer-centric focus, ensuring timely communication and resolution of incidents.

• High School Diploma or equivalent.
• Basic knowledge of Windows and Mac OS troubleshooting.
• Strong customer service skills with the ability to manage multiple requests effectively.
• Comfortable working with IT equipment/tools and moving heavy equipment.

• CompTIA A+ or Network+ certification (or willingness to pursue).
• Experience with Office 365 (basic troubleshooting, user accounts, email setup).
• Familiarity with VPN tools and antivirus software (Sophos preferred).
• Familiarity with Active Directory administration.
• Previous experience in a technical support/helpdesk environment is a plus.
• Comfortable working at heights up to 50 feet using scissor/boom lifts.

We are an equal-opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or veteran status. We assure you that your opportunity for employment with this company depends solely on your qualifications.