Help Desk Technician - Tier 1 IT Support & Customer Care

Optus; Jonesboro (AR); On-site; USD 48,712,000 - 51,577,000; Full time

Benefits offered by this job

Pay range $17-$18/hr

401(k)

401(k) matching

AD&D insurance

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Optus is seeking a Helpdesk Specialist I to provide Tier-1 support for a national account in Jonesboro, AR. This is an in-office role requiring strong customer service, ticket management, and basic troubleshooting.

You will answer inbound calls, open and update service tickets, perform basic triage, escalate when needed, and coordinate with Tier-2 and subcontractors while maintaining accurate databases and ensuring customer satisfaction.

Qualifications

• Experience with ticketing and general IT support.
• Strong written and verbal communication skills.
• Demonstrates technical aptitude and ability to work in a team.
• Experience in telecommunications is preferred.

Responsibilities

• Provide Tier-1 support for a national account.
• Answer inbound queue calls in a fast-paced environment.
• Open, update, and close service tickets.
• Perform Tier-1 analysis/triage on issues (phone systems, endpoints, call flows).
• Escalate complex issues to Tier-2, management, or 3rd parties as needed.
• Place equipment orders and update inventory databases.
• Coordinate with subcontractors and negotiate rates when required.
• Participate in on-call rotation after onboarding period.
• Train new and current team members on processes and workflows.
• Uphold Optus' core values and ethics; support team collaboration.

Skills

Microsoft Word

Excel

Outlook

Education

College degree preferred

High school degree or equivalent required

Job description

Optus is seeking a Helpdesk Specialist I to provide Tier-1 support for a national account in Jonesboro, AR. This is an in-office role requiring strong customer service, ticket management, and basic troubleshooting.

You will answer inbound calls, open and update service tickets, perform basic triage, escalate when needed, and coordinate with Tier-2 and subcontractors while maintaining accurate databases and ensuring customer satisfaction.