Onsite Tier I Service Desk

Flex Technology Group; Duluth (GA); On-site; USD 38,000 - 48,000; Full time

Job summary

Flex Technology Group in Duluth, GA is seeking a Tier 1 Service Desk professional to be the frontline IT support, handling end-user requests with responsiveness and empathy.

This entry-level role requires diagnosing issues, guiding users, and maintaining clear documentation. A valid driver's license is needed for on-site visits; hybrid work is available after the initial 90 days, contingent on performance goals.

Qualifications

• High School diploma or equivalent required.
• 1+ year experience in the service industry.
• Basic understanding of network theory and workstation operations.
• Valid driver's license and reliable transportation; travel to client sites may be required.
• Strong written and verbal communication skills.
• Preferred: A+ or Network+ certification.
• Preferred: Basic understanding of Microsoft 365 Suite.

Responsibilities

• Assess, troubleshoot, resolve and/or escape end user service tickets.
• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional manner.
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language.
• Document troubleshooting steps and resolution times.
• Interact with all levels of the Managed IT department and escalate complex tickets as needed.
• Participate in ongoing training and development.

Skills

Communication skills

Customer service mindset

Problem-solving

Education

High School diploma or equivalent

Tools

Microsoft 365 Suite

Job description

Company Overview

Flex Technology Group is t he largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast . Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own .

Description

• Position Title: Tier 1 Service Desk
• Job Number:
• Career Level: Entry
• Location: In Person
• Department: MITS
• Reports To: MITS Operations Manager
• FLSA Status: Non-Exempt
• EEO Code: 3 Technicians
• Original Creation Date: 5/ 1 8/2025
• Revision Date: N/A

Position Summary

T he Tier 1 Service Desk role serves as the frontline of IT support, specializing in resolving end-user service requests with a strong emphasis on responsiveness, empathy, and effective communication. This role demands exceptional listening and customer service skills to ensure a positive user experience. Tier 1 technicians are expected to independently resolve approximately 90% of incoming tickets, demonstrating both technical proficiency and a commitment to efficient, user-focused support.

Essential Functions And R Esponsibilities

• Assess, troubleshoot, resolve and / or escape end user centric service tickets
• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner.
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language to ensure a high level of customer satisfaction
• Effective and consistent documentation of all troubleshooting and resolution steps as well as associated times
• Interact and communicate with all levels and roles of the Managed IT department
• Escalate complex tickets appropriately
• Participate in ongoing training and development

Qualifications And E Xperience

Minimum Qualifications:

• High School or Equivalent
• 1+ Year experience in the service industry
• Basic understanding of network theory and workstation operations
• Travel to customer sites will be required, so a Valid Driver's License and reliable transportation are required
• Strong written and verbal communication skills

Preferred Qualifications:

• A+ or Network+ Certification
• Basic understanding of Microsoft M365 Suite

S upervisory R esponsibilities

This position has no supervisory responsibilities.

Physical R equirements

• Ability to drive
• Lift 25 pounds
• Sit, stand, walk, and reach .
• Hear well enough to communicate with others .
• Read a computer screen and written material .
• Write, type, and use phone system .

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .

Work Environment

Good working environment with the absence of disagreeable conditions . The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals.

Disclaimer

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.

EEO Statement

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.