Tier 1 Helpdesk Technician – Hybrid

Conscious; Washington (District of Columbia); Remote; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Tier 1 Helpdesk Technician, where your technical expertise and customer service skills will shine. In this role, you will provide remote support, troubleshoot a variety of technical issues, and ensure clients receive timely resolutions. Collaborating with a dynamic team, you'll handle incoming support tickets, manage user accounts, and maintain documentation. This position offers an exciting opportunity to grow your skills in a supportive environment focused on delivering exceptional IT support. If you are passionate about technology and customer service, this is the perfect chance to make a meaningful impact.

Qualifications

• 5+ years of experience in technical support, especially in a managed service provider.
• Strong knowledge of troubleshooting hardware, software, and network issues.

Responsibilities

• Provide Tier 1 technical support via phone, email, and remote tools.
• Troubleshoot and resolve hardware, software, and network-related issues.

Skills

Troubleshooting

Customer Service

Technical Support

Windows Operating System

Mac Operating System

Networking Concepts

Remote Access Technologies

Time Management

Self-motivation

Documentation

Education

Bachelor’s Degree in Computer Science

Relevant Certifications (CompTIA A+, Network+)

Tools

Sophos

Atera

Microsoft Products

Backblaze

Ring Central

Job description

Job Summary: We are seeking a highly motivated and customer-focused Tier 1 Helpdesk Technician to join our team at Conscious Networks. The ideal candidate will have a strong technical background, exceptional communication skills, and a passion for delivering outstanding customer service. As a Tier 1 Helpdesk Technician, you will provide remote support to our clients, troubleshoot technical issues, and ensure prompt resolution of incidents and service requests.

Responsibilities:

1. Provide efficient and courteous Tier 1 technical support via phone, email, and remote assistance tools to end-users, ensuring timely resolution of incidents and requests.
2. Troubleshoot hardware, software, and network-related issues, performing root cause analysis to identify and resolve problems.
3. Manage and prioritize incoming support tickets, ensuring accurate documentation, categorization, and escalation of issues according to established procedures.
4. Collaborate with Tier 2 and Tier 3 teams to resolve complex technical issues and provide prompt and accurate updates to clients.
5. Install, configure, and maintain various software applications, including but not limited to Sophos, Atera, Microsoft products, Backblaze, and Ring Central.
6. Perform user administration tasks, such as creating and managing user accounts, permissions, and passwords.
7. Assist with user onboarding and offboarding procedures, including hardware and software setup, data backup, and transfer.
8. Conduct proactive system monitoring, identify potential issues, and take appropriate action to prevent service interruptions.
9. Maintain accurate and up-to-date documentation of support activities, knowledge base articles, and standard operating procedures.
10. Stay current with industry trends, emerging technologies, and best practices through self-study and ongoing professional development.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Minimum of 5 years of experience in a helpdesk or technical support role, preferably within a managed service provider environment.
3. Strong knowledge and experience with Sophos, Atera, Microsoft products, Backblaze, and Ring Central.
4. Excellent troubleshooting skills and the ability to diagnose and resolve technical issues independently.
5. Proficient in Windows and Mac operating systems, as well as common productivity applications.
6. Familiarity with networking concepts, TCP/IP protocols, and remote access technologies.
7. Outstanding customer service skills, with the ability to communicate technical concepts clearly and effectively to non-technical users.
8. Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple assignments simultaneously.
9. Proactive and self-motivated, with a strong desire to learn and keep up with evolving technologies.
10. Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

If you would like to be a Helpdesk Technician with us, join our dynamic team of professionals and contribute to our mission of delivering exceptional IT support to our valued clients. Apply today with your resume and cover letter highlighting your relevant experience and qualifications. Please note that only shortlisted candidates will be contacted for further consideration.

Email your resume to [e-mail]

Conscious Networks is an equal opportunity employer and welcomes applicants from diverse backgrounds.