IT Help Desk Technician Tier I: Front-Line Support

Gravity IT Resources; Irving (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Gravity IT Resources is seeking a Help Desk Technician Tier I to deliver front-line IT support for end users. You will diagnose common issues across Windows 11, MacOS, and Microsoft 365, and you will triage and resolve or route requests efficiently.

The role emphasizes clear communication and accurate ticketing. Responsibilities include handling tickets via phone, chat, and portal, logging and routing work, and performing basic hardware setups.

Qualifications

• 2 years in a service desk/help desk or equivalent customer-facing technical role.
• Working knowledge of Windows, basic TCP/IP networking, and Microsoft 365 fundamentals.
• Strong communication skills and ability to follow change/approval processes.

Responsibilities

• Serve as primary contact for users via phone, chat, and support portal.
• Log, categorize, prioritize, and route work items in Freshworks and Jira.
• Perform basic troubleshooting for Windows 11, MacOS, and Microsoft 365 basics.
• Provide desk-side setup and hands-on hardware support as needed.

Skills

Windows OS

MacOS

Microsoft 365 basics

TCP/IP networking

Phone support

Strong written & verbal communication

Documentation & SOPs

Education

CompTIA A+ (preferred)

Google IT Support Professional Certificate (preferred)

Tools

Freshservice

Jira

Job description

Gravity IT Resources is seeking a Help Desk Technician Tier I to deliver front-line IT support for end users. You will diagnose common issues across Windows 11, MacOS, and Microsoft 365, and you will triage and resolve or route requests efficiently.

The role emphasizes clear communication and accurate ticketing. Responsibilities include handling tickets via phone, chat, and portal, logging and routing work, and performing basic hardware setups.