Entry-Level IT Support Technician — First-Contact Helpdesk

Service Experts; United States; On-site; USD 38,000 - 48,000; Full time

Job summary

Service Experts is seeking an entry-level IT Support Technician I to handle routine support tasks under supervision. You will log incidents, assist users using knowledge articles, perform password resets and MFA guidance, and route tickets to the correct queues while maintaining clear communication.

The role emphasizes learning, adherence to security steps, and participation in ongoing training to support enterprise IT services.

Qualifications

• Records incidents and requests with complete details for tracking.
• Uses knowledge articles to resolve common issues and perform walk-throughs.
• Performs password resets, MFA enrollment guidance, and basic navigation help.
• Routes tickets to correct queues with appropriate priority and CI.
• Confirms user contact details, impact and business criticality.
• Participates in ongoing training on tools, policies and new services.

Responsibilities

• Acts as first point of contact; records incidents and requests with complete details.
• Uses knowledge articles to resolve common issues and perform walk-throughs.
• Performs password resets, MFA enrollment guidance, and basic navigation help.
• Routes tickets to correct queues with appropriate priority and CI.
• Monitors queues, updates statuses and closes resolved tickets.
• Flags trending issues to supervisors for problem review.

Skills

Customer service

Incident management

Communication

Education

High School Diploma/GED

Job description

Service Experts is seeking an entry-level IT Support Technician I to handle routine support tasks under supervision. You will log incidents, assist users using knowledge articles, perform password resets and MFA guidance, and route tickets to the correct queues while maintaining clear communication.

The role emphasizes learning, adherence to security steps, and participation in ongoing training to support enterprise IT services.