Frontline Help Desk Specialist (Tier 1)

Winsor Consulting Group, LLC; Buffalo (IA); On-site; USD 38,000 - 50,000; Full time

Job summary

Winsor Consulting Group, LLC is seeking a Help Desk Technician (Tier 1) to be the first point of contact for clients, delivering frontline IT support and maintaining positive customer relationships. The role operates within a service desk team, triaging and resolving issues, while documenting work in our systems.

The ideal candidate has 1–2 years of help desk experience, familiarity with Microsoft 365, Windows 10/11, networking basics, and strong communication skills.

Qualifications

• 1–2 years of help desk or technical support experience.
• Experience in an MSP or multi-client environment is a plus.
• ITIL knowledge is a bonus but not required.
• Education: high school diploma; associate degree preferred; relevant certifications advantageous.

Responsibilities

• Provide Level 1 support for client issues via phone, email, or ticketing system.
• Troubleshoot common user issues including password resets, email access, device performance, printing, and basic networking.
• Monitor and respond to alerts for supported environments.
• Participate in on-call rotation for after-hours support.
• Configure and deploy new workstations per imaging and setup procedures.
• Travel onsite when necessary to assist with issues requiring physical presence.
• Escalate unresolved issues to Tier 2 or Systems teams per escalation paths.
• Maintain documentation of interactions, steps, and resolutions.
• Adhere to SLAs and client-specific standards.
• Contribute to internal documentation and process improvements.

Skills

MS 365

Windows 10/11

Basic networking

Verbal communication

Written communication

RMM/PSA tools

Process adherence

Time management

Lifelong learning

Education

High school diploma

Associate degree in IT/CS

Certifications: CompTIA A+/Network+/Microsoft Fundamentals

Tools

ConnectWise Manage

ConnectWise Automate

ScreenConnect

Job description

Winsor Consulting Group, LLC is seeking a Help Desk Technician (Tier 1) to be the first point of contact for clients, delivering frontline IT support and maintaining positive customer relationships. The role operates within a service desk team, triaging and resolving issues, while documenting work in our systems.

The ideal candidate has 1–2 years of help desk experience, familiarity with Microsoft 365, Windows 10/11, networking basics, and strong communication skills.