Position Summary:
The Tier 1 Desktop Support Technician will be the first point of contact for IT support, providing technical assistance to end-users across the company. This role involves troubleshooting hardware, software, and network issues, setting up new devices, and ensuring excellent end-user supper. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.
Key Responsibilities
User Support & Troubleshooting:
- Respond to help desk tickets, emails, and phone calls to resolve IT issues.
- Learn our TMS (Transportation Management System) Application, and provide support for our users.
- Troubleshoot and resolve hardware and software problems on Windows/Mac computers, printers, and mobile devices.
- Assist users with common applications such as Microsoft 365, Teams, Web Browsers, and other common office applications.
- Reset passwords, manage user accounts, and support access control policies.
Hardware & Software Maintenance:
- Set up and configure new workstations, laptops, and peripherals.
- Install and update software, drivers, and security patches.
- Maintain IT asset inventory, tracking hardware and software assignments.
Networking & Connectivity:
- Assist in troubleshooting basic network issues (Wi-Fi, VPN, DNS, connectivity).
- Ensure proper setup and functionality of VoIP phones and collaboration tools.
Documentation & Training:
- Document solutions and troubleshooting steps in the IT knowledge base.
- Provide basic training to employees on IT policies, security best practices, and software usage.
Collaboration & Escalation:
- Work closely with Vendors, Internal IT Team, Engineering, and IT Management teams to escalate complex issues.
- Support IT projects such as system rollouts, upgrades, and migrations.
Qualifications & Skills
Required:
- 1+ years of experience in IT support, help desk, or a related role.
- Proficiency in Windows 10/11, macOS, and Microsoft 365 applications.
- Basic understanding of networking fundamentals (TCP/IP, Wi-Fi, VPN, DNS).
- Strong troubleshooting skills for hardware, software, and peripherals.
- Ability to explain technical concepts to non-technical users with patience and clarity.
- Excellent customer service, problem-solving, and communication skills.
Preferred:
- IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified.
- Experience with Active Directory, Group Policy, and remote desktop tools.
- Familiarity with ticketing systems (NinjaRMM, Zendesk, or similar).
- Exposure to logistics, transportation, or warehouse environments is a plus.