IT Help Desk / Triage Agent

thefirmconsult; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

thefirmconsult seeks a dependable IT Help Desk/Triage Agent to be the first contact for employees with technical issues, documenting and prioritizing requests for timely resolution.

You will perform basic troubleshooting, route complex problems to specialists, and maintain clear, accurate records while communicating in plain language to non-technical users.

Qualifications

• Experience in IT help desk or technical support role.
• Basic understanding of computer hardware, software, OS, and networking.
• Familiarity with ticketing systems and remote support tools.
• Strong written and verbal communication skills.
• Excellent problem-solving, organization, and time management.
• Ability to prioritize multiple requests in a fast-paced environment.
• Attention to detail and accurate documentation.
• Patient, professional and helpful when assisting users.

Responsibilities

• Serve as the first point of contact via email, phone, chat, or tickets.
• Receive, review, document, and prioritize technical issues.
• Perform initial troubleshooting for common hardware, software, network, and access issues.
• Escalate complex problems to the appropriate IT personnel.
• Monitor open tickets and follow up for timely resolution.
• Assist users with password resets and software installations.
• Document resolutions and escalations for future reference.
• Explain technical information clearly to both technical and non-technical users.
• Identify recurring issues and report patterns.

Skills

IT Help Desk

Customer Service

Troubleshooting

Multi-tasking

Documentation

Tools

Ticketing systems

Remote support tools

Job description

We are seeking a dependable, detail-oriented IT Help Desk/Triage Agent to serve as the first point of contact for employees experiencing technical issues. This role is responsible for receiving, documenting, evaluating, and prioritizing IT support requests while providing basic troubleshooting and ensuring issues are directed to the appropriate technical team when additional assistance is needed.

The ideal candidate has strong communication and problem-solving skills, a customer-service mindset, and the ability to manage multiple requests while maintaining accurate documentation and timely follow-up.

Responsibilities

• Serve as the first point of contact for incoming IT support requests through email, phone, chat, or ticketing systems.
  
• Receive, review, and document technical issues, ensuring all relevant information is captured.
  
• Perform initial troubleshooting for common hardware, software, network, and access-related issues.
  
• Evaluate and prioritize support tickets based on urgency, impact, and severity.
  
• Identify issues that require escalation and route them to the appropriate IT personnel or department.
  
• Monitor open support tickets and follow up to ensure timely resolution.
  
• Assist users with password resets, account access, software installations, and basic system navigation.
  
• Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations.
  
• Communicate technical information clearly and professionally to both technical and non-technical users.
  
• Identify recurring technical issues and report patterns that may require further investigation.
  
• Follow established IT procedures, security guidelines, and support protocols.
  

Qualifications

• Previous experience in IT help desk, technical support, customer service, or a similar role preferred.
  
• Basic understanding of computer hardware, software, operating systems, and networking concepts.
  
• Familiarity with ticketing systems, remote support tools, and troubleshooting procedures.
  
• Strong written and verbal communication skills.
  
• Excellent problem-solving, organizational, and time-management abilities.
  
• Ability to prioritize multiple requests and work efficiently in a fast-paced environment.
  
• Strong attention to detail and accurate documentation skills.
  
• Ability to remain patient, professional, and helpful when assisting users with technical difficulties.
  

Ideal Candidate

The ideal candidate is service-oriented, technically curious, and comfortable working with people who may have limited technical knowledge. They should be proactive in identifying problems, organized in managing support requests, and able to recognize when an issue needs to be escalated to a higher level of technical support.