IT Help Desk Technician

Why you'll want to work at nimble!

This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience and visibility to Executive leadership. As an organization, we are in considerable growth mode through acquisition and with a laser focus on positive culture building.

Full-time

We are seeking a dedicated and customer-focused Tier 1 Help Desk Technician to join our IT support team. The ideal candidate will provide first-line technical support for hardware, software, and network-related issues. As the initial point of contact for users seeking technical assistance, this position requires strong problem-solving skills, effective communication, and the ability to troubleshoot and resolve basic technical problems.

• Provide first-level technical support via phone, email, and chat for employees or customers facing technical issues.
• Diagnose and resolve common IT issues related to hardware, software, and network connectivity.
• Document and track issues through a help desk ticketing system, ensuring accurate records of issues and resolutions.
• Escalate unresolved issues to higher-tier support teams (Tier 2 or Tier
  3) when necessary, while providing detailed information to assist in further troubleshooting.
• Assist with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standards.
• Provide guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practices.
• Maintain an inventory of IT assets such as hardware, software, and peripherals.
• Assist in setting up new users with accounts, systems, and equipment.
• Follow standard operating procedures (SOPs) and maintain a professional and courteous demeanor when communicating with users.
• Perform other duties as assigned by the Help Desk Manager or the IT team.

• Strong technical troubleshooting skills with the ability to diagnose and resolve common hardware and software issues.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systems.
• Excellent communication skills - both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service skills, with a positive attitude and professional demeanor.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• Ability to work well both independently and as part of a team.
• Knowledge of Fresh Service ticketing systems is a plus.
• Experience with SCCM and/or Intune is a plus.