Technical Support Specialist – Tier 1 IT Helpdesk

PHI Group, Inc.; Lafayette (LA); On-site; USD 42,000 - 54,000; Full time

Job summary

PHI Aviation, LLC is seeking an experienced technical support specialist to be the first line of contact for Helipass users. You will troubleshoot hardware, software, and application issues, document resolutions, and escalate complex cases to engineering.

Collaborate with Product, QA, and Engineering to ensure smooth customer operations. The role demands strong communication, meticulous problem-solving, and a customer-first mindset.

Qualifications

• Associate degree or 2 years of college preferred.
• 3+ years of hands-on experience in an IT helpdesk or technical support role.
• Basic understanding of operating systems (Windows, macOS, Linux).
• Excellent communication and customer service skills.

Responsibilities

• Monitor incoming end-user support tickets and ensure timely acknowledgment and resolution.
• Perform Tier 1 troubleshooting for software, hardware, and basic connectivity issues.
• Document issues, resolutions, and steps taken within the ticketing system.
• Escalate unresolved or complex issues to Tier 2/Engineering teams with clear documentation.
• Communicate professionally and empathetically with end users during issue resolution.
• Assist with hardware installations, configurations, and replacements for internal teams and customers.
• Support basic diagnostics and functional testing of hardware components.
• Help maintain accurate records for hardware deployments, installations, and inventory usage.
• Coordinate with senior support or field teams during on-site or remote installations as needed.
• Participate in QA testing for new hardware and software features prior to release.
• Execute test cases, validate expected behavior, and document defects or inconsistencies.
• Assist with regression testing during software updates or hardware changes.
• Verify post-release functionality and report issues identified by customers or internal users.
• Develop foundational knowledge of company products, platforms, and support processes.
• Contribute to internal documentation, knowledge base articles, and support guides.
• Follow defined support workflows, quality standards, and security best practices.
• Collaborate cross-functionally with Customer Operations, Product, QA, and Engineering teams.

Education

Associate degree or 2 years of college

Tools

Ticketing system

Hardware installation

Job description

PHI Aviation, LLC is seeking an experienced technical support specialist to be the first line of contact for Helipass users. You will troubleshoot hardware, software, and application issues, document resolutions, and escalate complex cases to engineering.

Collaborate with Product, QA, and Engineering to ensure smooth customer operations. The role demands strong communication, meticulous problem-solving, and a customer-first mindset.