Help Desk Pro: Tier 1 IT Support & Resolution

NexTech Professional Services; Kearneysville (WV); On-site; USD 36,000 - 44,000; Full time

Job summary

NexTech Professional Services in Kearneysville, West Virginia, is seeking a Customer Service/Help Desk specialist to analyze routine issues, resolve common problems, and provide information and training on software applications.

The role requires 1–5 years in customer service, a High School diploma or GED, and familiarity with ITSM ticketing tools. Certifications like CompTIA A+ are a plus; must be able to obtain government Public Trust clearance.

Qualifications

• High School diploma or GED required or preferred.
• 1-5 years of customer service experience.
• Experience using an ITSM ticketing tool and escalation workflows is preferred.

Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling requests for information and training on software applications.
• Conducts technical research to resolve issues as they are presented.
• Interacts with team members to restore services and identify/correct core problems.
• Receives, logs, and tracks incidents and service requests using the approved ticketing process.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

Skills

Customer service

Communication

Troubleshooting

Education

High School diploma or GED

Tools

ITSM ticketing tool

Job description

NexTech Professional Services in Kearneysville, West Virginia, is seeking a Customer Service/Help Desk specialist to analyze routine issues, resolve common problems, and provide information and training on software applications.

The role requires 1–5 years in customer service, a High School diploma or GED, and familiarity with ITSM ticketing tools. Certifications like CompTIA A+ are a plus; must be able to obtain government Public Trust clearance.