IT Help Desk Pro - Tier 1 Support for All Teams

Mcnaughton-mckay Electric Co; Columbus (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Mcnaughton-mckay Electric Co. seeks an entry-level IT Help Desk Support, Tier 1 to serve as the front line for internal employees across office, warehouse, and field locations. You will troubleshoot with a focus on customer service, document resolutions, and help drive process improvements.

Ideal candidates have at least 1 year in a user-facing IT role, can communicate clearly to non-technical users, and work well under pressure in a fast-paced environment.

Qualifications

• Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role.
• Experience in a fast-paced environment where responsiveness, service quality, and follow-through are important.
• Exposure to distribution, warehouse, field, or multi-site operations is preferred.

Responsibilities

• Deliver excellent internal customer service with professionalism, urgency, empathy, and problem-solving focus.
• Serve as first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, and business systems.
• Build positive relationships with users across the business, including field and operational teams.
• Resolve issues at first contact where possible while keeping users informed and confident.
• Document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Escalate issues with complete context and a clear summary of actions taken.
• Assist with onboarding, user training, and day-to-day guidance to help employees use systems effectively.
• Maintain accurate records for supported hardware, software, and IT assets.

Skills

Customer service

Communication

Problem solving

First contact resolution

Technical troubleshooting

IT support experience

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Mcnaughton-mckay Electric Co. seeks an entry-level IT Help Desk Support, Tier 1 to serve as the front line for internal employees across office, warehouse, and field locations. You will troubleshoot with a focus on customer service, document resolutions, and help drive process improvements.

Ideal candidates have at least 1 year in a user-facing IT role, can communicate clearly to non-technical users, and work well under pressure in a fast-paced environment.