IT Help Desk Technician – Tier I/II Support

ThinkSecureNet, LLC; Lewes (DE); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

401K with employer match

Profit sharing plan

Competitive wages

Health Care Coverage

Paid time off

Employer sponsored events

Job summary

ThinkSecureNet, LLC in Lewes, DE is seeking a Help Desk Technician to support our office. You will install and maintain desktops, applications and related technologies, and provide end-user support through our ticketing system.

The role emphasizes problem-solving, strong communication, and a solid grasp of hardware, software and networking. Tiered responsibilities include initial triage through complex problem resolution, with teamwork and a customer-focused approach.

Qualifications

• Tier I requires <2 years of work experience and may require an associate’s degree or coursework in a technical field.
• Tier II requires 2–4 years of work experience and may require a bachelor’s degree or a two-year degree with equivalent work experience.
• Tier III requires 4+ years of help desk experience and related degree/certification.

Responsibilities

• Install and maintain desktop computers, applications and related technologies.
• Provide end-user support for all computer and communications systems, networking and server-side maintenance.
• Troubleshoot and replace hardware, drives, memory and other peripherals; install operating systems on desktops and notebooks.
• Use the help-desk ticket system to track and resolve issues.
• Handle a large number of calls and tickets and assist users at all levels.
• Tiered escalation from Tier I to Tier III as needed; decide if on-site visit is required.

Skills

Problem-solving

Communication

Interpersonal skills

Teamwork

Patience

Customer-focused

Technical understanding

Hardware

Software

Networking

Education

Associate degree or coursework in technical field

Tools

Ticketing system

Job description

ThinkSecureNet, LLC in Lewes, DE is seeking a Help Desk Technician to support our office. You will install and maintain desktops, applications and related technologies, and provide end-user support through our ticketing system.

The role emphasizes problem-solving, strong communication, and a solid grasp of hardware, software and networking. Tiered responsibilities include initial triage through complex problem resolution, with teamwork and a customer-focused approach.