Tier 1 - Help Desk Technician

Job Title:
Help Desk Technician - Tier 1
Company: Virtual Technologies Group (VTG)
Location: Maumee, OH (hybrid)
Position Type: Full-time
Compensation Range: $18-20/hr plus comprehensive benefit package

Be the HERO for your company again! Join Virtual Technologies Group for an opportunity to tackle complex technology challenges and make a significant impact. Our company supports numerous clients, has a broad array of high‑tech resources at your disposal, and fosters close client relationships. We boast the leading technical team nationwide and are expanding our workforce to better serve our customer base.

We offer diverse tech solutions at Virtual Technologies Group, ranging from managed IT services and hosted voice services for resellers and direct clients, to cybersecurity as well as physical security offerings. Additionally, we develop custom software and provide educational support in testing and fleet management for educational institutions.

• Medical, dental, and vision
• 401K with company match
• Short‑term and long‑term disability coverage paid for by the company
• Life insurance paid for by the company with a buy‑up option for you and your family
• Flexible work schedule

The Tier 1 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. Support is primarily performed over the phone, through a ticket system and/or through remote methods for hardware and software support.

This job is located on site at our Maumee, OH office location, with the opportunity for future remote/hybrid work. Tier 1 Helpdesk Technicians are required to work in‑office during normal business hours.

• The main responsibility of a Tier 1 Help Desk Technician is to answer the phone and work the ticket boards.
• Troubleshoot and resolve computer‑related issues with end users remotely and over the phone.
• Proactively monitor tickets to prevent larger issues from occurring and watch for priority one (P1) and VIP User tickets.
• Manage accounts through Microsoft Active Directory/Entra  Office 365.
• Setup and configuration of Microsoft Office products and many other software products.
• Identify and troubleshoot VoIP related tickets – extension issues, voicemail reset, connectivity issues.
• Handle customer issues in an organized fashion through a ticketing system.
• Communicate with coworkers to escalate tickets as needed to Tier 2 Help Desk Technicians.

• Customer service experience is a must.
• Excellent with oral and written communication.
• Ability to quickly solve problems.
• Flexibility in a dynamic work environment.
• Entry level industry certifications are a plus.
• Experience in VoIP platforms a plus.
• Multitasking and completing projects according to their scheduled deadlines.