Helpdesk Tier 1

GSD Search, LLC; Whitestown (IN); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Great benefits

Job summary

GSD Search, LLC in Indianapolis is seeking a Tier 1 / Tier 2 Help Desk Technician for a full-time onsite role. Provide frontline IT support for multiple customers, handle end-user issues, and assist with device deployments.

You'll troubleshoot Windows workstations, Microsoft 365 apps, and network problems, document steps, and escalate complex cases to senior staff as needed. Strong customer service and multitasking are essential.

Qualifications

• 1–3 years in help desk or desktop support or similar IT role.
• Experience troubleshooting Windows computers, Microsoft 365 apps, printers, mobile devices, and common business software.
• Knowledge of Microsoft 365, Entra ID, Active Directory, and basic user administration.
• Understanding of TCP/IP, DNS, DHCP, Wi‑Fi, VPNs, and general network troubleshooting.
• Experience supporting multiple users/customers simultaneously and strong customer service.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, remote sessions, and onsite.
• Troubleshoot Windows workstations, laptops, printers, mobile devices, software, and peripherals.
• Support Microsoft 365, Outlook, Teams, OneDrive, Entra ID, and Active Directory.
• Handle password resets, account creation, permissions, and user administration requests.
• Diagnose network issues: Wi‑Fi, VPNs, DNS, DHCP, TCP/IP, and internet access.
• Install, configure, and maintain computers, software, hardware, and endpoint security tools.
• Manage tickets, document steps, and communicate progress to customers.
• Escalate complex issues to senior resources when appropriate.
• Assist with onboarding, device deployments, software installations, and implementations.
• Monitor customer environments and respond to system alerts.

Skills

Help desk experience

Customer service

Troubleshooting

Windows troubleshooting

Microsoft 365

Entra ID

Active Directory

Networking basics

Multi-customer support

Documentation skills

Prioritization under pressure

Tools

Microsoft 365

Entra ID

Active Directory

VPN

RMM

PSA

Ticketing systems

Monitoring platforms

Cisco Meraki

Fortinet

SonicWall

Ubiquiti

VoIP systems

Job description

Salary: $55,000-$60,000 plus great benefits

Tier 1 / Tier 2 Help Desk Technician

Full Time - Onsite in Indianapolis

Salary: $55,000-$60,000 plus great benefits

We are seeking a well-rounded Tier 1 / Tier 2 Help Desk Technician to support the technology environments of multiple customers. This is a hands-on, customer-facing role for someone who is comfortable troubleshooting a variety of end-user, Microsoft, network, and connectivity issues.

The ideal candidate has strong customer service skills, enjoys solving technical problems, and can take ownership of support requests from initial diagnosis through resolution. You will support multiple customer environments while handling service desk tickets, user administration, endpoint troubleshooting, and basic network and infrastructure issues.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support through phone, email, remote sessions, and onsite assistance.
• Troubleshoot Windows workstations, laptops, printers, mobile devices, software applications, and peripheral equipment.
• Support Microsoft 365, Outlook, Teams, OneDrive, Entra ID, and Active Directory.
• Handle password resets, account creation, permissions, group membership, and other user administration requests.
• Diagnose common network and connectivity issues involving Wi-Fi, VPNs, DNS, DHCP, TCP/IP, and internet access.
• Install, configure, and maintain computers, software, hardware, and endpoint security tools.
• Manage incoming tickets, document troubleshooting steps, and communicate progress clearly to customers.
• Escalate complex network, server, cloud, or security issues to senior technical resources when appropriate.
• Assist with new-user onboarding, device deployments, software installations, and customer implementations.
• Monitor customer environments and respond to system alerts.
• Maintain accurate procedures, asset records, ticket notes, and customer documentation.
• Coordinate with internet service providers, hardware vendors, and other third-party technology partners.
• Participate in an after-hours or on-call rotation as needed.
• Travel to customer locations when remote support is not sufficient.

Required Qualifications

• 1-3 years of experience in help desk, desktop support, technical support, or a similar IT role.
• Previous experience working for a Managed Service Provider is preferred.
• Experience troubleshooting Windows computers, Microsoft 365 applications, printers, mobile devices, and common business software.
• Working knowledge of Microsoft 365, Entra ID, Active Directory, and basic user administration.
• Understanding of TCP/IP, DNS, DHCP, Wi‑Fi, VPNs, and general network troubleshooting.
• Experience supporting multiple users, customers, or technical environments simultaneously.
• Strong troubleshooting skills and the ability to work through unfamiliar issues.
• Excellent customer service, communication, and documentation skills.
• Ability to prioritize competing requests and remain composed when customer systems are down and everyone suddenly remembers your phone number.

Preferred Qualifications

• Familiarity with Windows Server, Group Policy, Azure, virtualization, backup, and endpoint security tools.
• Exposure to Cisco, Meraki, Fortinet, SonicWall, Ubiquiti, or similar networking technologies.
• Experience with RMM, PSA, ticketing, remote-support, and monitoring platforms.
• Experience supporting VoIP, mobile devices, or unified communications.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.

What Makes Someone Successful in This Role

• Provides patient and professional support to both technical and nontechnical users.
• Takes ownership of an issue from the initial request through resolution or appropriate escalation.
• Knows when to continue troubleshooting and when to involve a senior resource.
• Naturally curious and willing to learn unfamiliar technologies and customer environments.
• Understands that strong customer service is just as important as technical knowledge.
• Enjoys the pace and variety of supporting multiple customer environments.