Tier 1 Helpdesk Technician

TeleCom Business Solutions, Inc.; York (York County); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Paid time off

Simple IRA

Job summary

A leading IT support company based in York is seeking a full-time IT Support Technician to provide exceptional service to clients. Responsibilities include troubleshooting Tier 1 issues and managing support tickets using PSA systems. Candidates should possess strong communication skills, a basic understanding of IT systems, and the ability to manage multiple tasks in a fast-paced environment. The role involves regular client interaction via phone and email, with a focus on delivering timely solutions.

Qualifications

• Basic understanding of IT systems, including computers and networks.
• Ability to manage multiple tasks in a fast-paced environment.
• Valid driver's license and ability to pass a background check.

Responsibilities

• Serve as the first point of contact via phone and email.
• Troubleshoot and resolve Tier 1 issues.
• Keep tickets organized and documented in the PSA system.
• Communicate clearly with clients and team members.

Skills

Strong communication skills

Logical troubleshooting ability

Organizational skills

Customer presence

Technical curiosity

Education

Degree in IT or related field

Job description

Responsibilities

• Serve as the first point of contact via phone, email, and Professional Services Automation (PSA) ticketing system
• Troubleshoot and resolve Tier 1 issues across devices, users, and connectivity
• Escalate unresolved or complex issues to Tier 2 technicians
• Accurately create, update, and manage tickets in the PSA system
• Maintain detailed notes, work logs, and next steps
• Track time and expenses in accordance with company policy
• Communicate clearly with clients, team members, and other departments
• Provide timely updates on ticket status, scheduling, and progress
• Collaborate with Service Coordinators, Sales, and Management as needed
• Contribute to internal knowledge base (SOPs, how-to guides)
• Stay current with evolving technologies and best practices
• Represent TeleCom professionally in all interactions
• Follow company policies, including vehicle usage when applicable
• Maintain an organized and systematic approach to daily work

Skills Required

Communication & Customer Presence

• Able to communicate clearly and professionally with clients and teammates
• Comfortable explaining technical issues in a way non‑technical users understand
• Follows through and keeps people informed—no one is left guessing

Troubleshooting & Critical Thinking

• Approaches problems with a logical, step‑by‑step mindset
• Able to research, test, and resolve issues independently when appropriate
• Knows when to escalat— and does so with clear documentation

Organization & Ticket Discipline

• Keeps tickets clean, updated, and well‑documented in the PSA system
• Manages multiple tasks and priorities without letting things fall through the cracks
• Maintains strong attention to detail in notes, documentation, and follow‑up

Ownership & Accountability

• Takes responsibility for assigned work from start to finish
• Shows up prepared, follows through, and meets expectations
• Takes initiative instead of waiting to be told what to do
• Works well within a team environment and supports others when needed
• Open to feedback, coaching, and new ways of doing things
• Adapts quickly as priorities, tools, and technologies evolve

Technical Curiosity & Growth Mindset

• Has a genuine interest in technology and how things work
• Willing to learn new systems, tools, and solutions
• Takes advantage of opportunities to grow skills and advance

Qualifications

We’re willing to train the right person who demonstrates strong communication, problem‑solving ability, and a willingness to learn.

Required

• Strong communication skills and ability to work directly with clients
• Basic understanding of IT systems, including computers, networks, and common business applications
• Logical and systematic troubleshooting ability
• Ability to stay organized and manage multiple tasks in a fast‑paced environment
• Valid driver’s license and reliable transportation
• Ability to pass a background check

Preferred

• Previous experience in an IT support or helpdesk role
• Familiarity with MSP environments and ticketing (PSA) systems
• Exposure to networking concepts (IP addressing, connectivity, basic troubleshooting)

Nice to Have (But Not Required)

• Degree in IT, Computer Science, or related field
• Experience with remote support tools and RMM platforms
• Experience working in client‑facing or service‑based environments
• Primarily based out of our Hallam, PA office
• Majority of work is performed remotely using support tools and ticketing systems
• Occasional after‑hours support may be required based on client needs

Client Interaction

• Daily interaction with clients via phone, email, and remote support sessions
• Occasional on‑site visits may be required for basic support or project assistance (not a primary function of the role)

Work Setting

• Office and computer‑based work environment
• Use of multiple systems including PSA (ticketing), remote support tools, and communication platforms
• Fast‑paced environment with multiple active requests and shifting priorities

Physical Requirements

• Primarily seated or desk‑based work
• Occasional lifting of light equipment (typically under 25 lbs)
• No routine requirement for ladders, lifts, or construction‑type environments

Job Type: Full‑time

Benefits

• Simple IRA
• Health insurance
• Vision insurance
• Paid time off

Schedule

• 8 hour shift
• Monday to Friday