Hybrid IT Help Desk Technician — First-Line Support

Catapult Solutions Group; Oklahoma City (OK); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Catapult Solutions Group is seeking a Tier 1 Help Desk Technician in Oklahoma City. You will be the first point of contact for IT support, handling phone, email, and chat inquiries, performing initial troubleshooting, and logging issues in ServiceNow.

Responsibilities include password resets, software installs, email access, and network connectivity support, with escalation to Tier 2 as needed. The role requires strong communication and adherence to SLAs, in a hybrid on-site environment.

Qualifications

• 1+ year of entry-level IT support experience or equivalent technical training.
• Familiarity with Windows 10/11 and basic troubleshooting.
• Knowledge of Active Directory and Office 365.
• Experience using a help desk ticketing system (ServiceNow preferred).
• Strong communication and customer service skills.
• Ability to follow instructions, document issues accurately, and escalate when necessary.
• Basic understanding of networking concepts, remote access, and mobile device support.

Responsibilities

• Provide first-level technical support to users via phone, email, or chat.
• Document, track, and monitor reported issues in the help desk ticketing system (ServiceNow experience preferred).
• Troubleshoot basic IT issues, including password resets, software installations, email access, and network connectivity.
• Guide users through basic diagnostic procedures to identify and resolve common issues.
• Escalate unresolved or complex issues to Tier 2 or specialized support teams.
• Follow standard operating procedures for incident management and request fulfillment.
• Maintain accurate records of support interactions, resolutions, and technical documentation.
• Assist with account management tasks such as Active Directory password resets and MFA provisioning.
• Contribute to the knowledge base by documenting common issues and solutions.
• Provide statistics for the weekly Service Desk report on call trends.

Skills

Windows troubleshooting

Active Directory

Office 365

Help desk experience

Communication skills

Documentation

Networking basics

Education

Technical training or coursework

Tools

ServiceNow

Job description

Catapult Solutions Group is seeking a Tier 1 Help Desk Technician in Oklahoma City. You will be the first point of contact for IT support, handling phone, email, and chat inquiries, performing initial troubleshooting, and logging issues in ServiceNow.

Responsibilities include password resets, software installs, email access, and network connectivity support, with escalation to Tier 2 as needed. The role requires strong communication and adherence to SLAs, in a hybrid on-site environment.