Technical Support Specialist — Tier 1

PHI Aviation, LLC; New Iberia (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

PHI Aviation, LLC seeks an IT Helpdesk Specialist to act as the first line of support for external users and customers. You will troubleshoot software, hardware, and connectivity issues, document steps, and ensure prompt ticket resolution while coordinating with Engineering and QA teams.

The role emphasizes strong customer service, attention to detail, and a willingness to assist with on-site or remote hardware deployments as needed to keep operations running smoothly.

Qualifications

• Associate degree or at least 2 years of college preferred.
• 3+ years of hands-on IT helpdesk or technical support experience.
• Basic understanding of Windows, macOS, and Linux operating systems; strong communication skills.

Responsibilities

• Monitor and acknowledge incoming support tickets; provide Tier 1 troubleshooting.
• Document issues and resolutions in the ticketing system.
• Escalate complex issues with clear notes to Tier 2/Engineering teams.
• Assist with hardware installations and configurations for internal teams and customers.
• Support basic diagnostics and testing of hardware components; participate in QA testing.

Skills

IT Helpdesk

Customer service

Troubleshooting

Windows

macOS

Linux

Education

Associate degree

Tools

Active Directory

VPN

Remote Desktop

Job description

PHI Aviation, LLC seeks an IT Helpdesk Specialist to act as the first line of support for external users and customers. You will troubleshoot software, hardware, and connectivity issues, document steps, and ensure prompt ticket resolution while coordinating with Engineering and QA teams.

The role emphasizes strong customer service, attention to detail, and a willingness to assist with on-site or remote hardware deployments as needed to keep operations running smoothly.