Tier 1 Helpdesk Specialist - Growth, Variety & Onsite

JCW Group; Mandeville (LA); On-site; USD 40,000 - 56,000; Full time

Job summary

JCW Group is seeking a Tier 1 HelpDesk professional in Mandeville, LA. The role covers intake-to-resolution for Tier 1 tickets across multiple client environments, with on-site support and a focus on Windows, Active Directory, and basic network issues.

Responsibilities include handling Microsoft 365 tasks, user accounts, device troubleshooting, and documentation. Onboarding involves visiting client sites as ramping continues, with SOPs guiding all actions.

Qualifications

• At least 1 year on a helpdesk at an MSP or similar, or strong helpdesk experience at a mid to large organization.
• Hands-on Windows troubleshooting and Active Directory administration.
• Working knowledge of Windows Server environments.
• Ability to work across multiple clients and switch contexts quickly.
• Disciplined with SOPs, thorough documentation, and ownership of mistakes.
• A team player who communicates clearly with clients and coworkers.
• Reliable transportation and ability to work onsite.

Responsibilities

• Own Tier 1 tickets from intake to resolution across multiple client environments.
• Troubleshoot Windows workstations, plus some Mac.
• Resolve printer, peripheral, and basic network connectivity issues.
• Create and manage user accounts, password resets, and permissions in Active Directory.
• Support Microsoft 365: user setup, licensing, mailbox, and Teams issues.
• Provide first-line support for client camera systems.
• Document every ticket clearly so the next tech can pick it up cold.
• Follow established SOPs and escalate to Tier 2 when needed.
• Occasionally visit client sites for setups and deployments once ramped up.

Skills

Windows troubleshooting

Active Directory administration

Documentation

Client communication

Onsite work

Tools

ConnectWise

Autotask

HaloPSA

Job description

JCW Group is seeking a Tier 1 HelpDesk professional in Mandeville, LA. The role covers intake-to-resolution for Tier 1 tickets across multiple client environments, with on-site support and a focus on Windows, Active Directory, and basic network issues.

Responsibilities include handling Microsoft 365 tasks, user accounts, device troubleshooting, and documentation. Onboarding involves visiting client sites as ramping continues, with SOPs guiding all actions.