Help Desk Technician - Tier 1/2 Support (Remote/On-Site)

cb20, Inc; Town of Malone (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

cb20, Inc is seeking a Help Desk Technician to provide Tier 1 and Tier 2 support to end users. You will diagnose, resolve, and document issues, with remote and on-site assistance as needed to keep users productive.

The role requires an Associate degree in Computer Science or equivalent, 2–5 years IT experience, and ideally CompTIA A+ certification. You will document tickets, escalate when necessary, and maintain professional customer service across all interactions.

Qualifications

• Associates degree in Computer Science or equivalent experience.
• CompTIA A+ certification is preferred.
• 2–5 years of IT experience required.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users.
• Respond via phone, chat, email, or tickets.
• Document information in ticketing system.
• Configure and install software on end-user devices.
• Troubleshoot and resolve hardware and software issues.
• Escalate issues as needed.

Skills

Customer service

Troubleshooting

Problem solving

Communication

Education

Associates degree in Computer Science

CompTIA A+ Certification

Job description

cb20, Inc is seeking a Help Desk Technician to provide Tier 1 and Tier 2 support to end users. You will diagnose, resolve, and document issues, with remote and on-site assistance as needed to keep users productive.

The role requires an Associate degree in Computer Science or equivalent, 2–5 years IT experience, and ideally CompTIA A+ certification. You will document tickets, escalate when necessary, and maintain professional customer service across all interactions.