Tier 1 IT Help Desk Technician

Express Employment Professionals - Cincinnati East; Oklahoma City (OK); On-site; USD 38,000 - 48,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is seeking a Tier 1 IT Help Desk Technician. You will be the first contact for end users, diagnosing, troubleshooting, and resolving hardware, software, network, and account issues while delivering excellent customer service.

You will provide first-level support via phone, email, chat, and ticketing systems, troubleshoot common problems, configure devices, manage passwords, document resolutions, and escalate complex issues to Tier 2/3.

Qualifications

• Experience supporting Windows environments and Microsoft 365.
• Familiarity with Active Directory and account administration.
• Experience with help desk ticketing systems.
• Strong communication and documentation skills.
• Ability to prioritize requests in a fast-paced environment.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, printer, and network issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Reset passwords, unlock user accounts, and manage user access.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex issues to Tier 2 or Tier 3 with complete documentation.
• Assist users with Microsoft 365 applications, Windows OS, email, VPN, and remote support.
• Perform basic system maintenance, software installations, and updates.
• Follow IT policies, security procedures, and SLAs.
• Maintain high customer satisfaction through timely communication.

Skills

Troubleshooting

Windows OS

Microsoft 365

Active Directory

Remote desktop support

Ticketing systems

Networking basics

Communication & documentation

Multi-tasking in fast-paced env

Education

Associates degree in IT or related field

Job description

The Tier 1 IT Help Desk Technician serves as the first point of contact for end users experiencing technical issues. This role provides frontline technical support by diagnosing, troubleshooting, and resolving hardware, software, network, and account-related problems while delivering excellent customer service. Issues that cannot be resolved at the first level are documented and escalated to higher-tier support teams.

Key Responsibilities:

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve common hardware, software, printer, and network connectivity issues.
• Install, configure, and maintain desktop computers, laptops, mobile devices, and peripheral equipment.
• Reset passwords, unlock user accounts, and manage user access through directory services.
• Document incidents, resolutions, and troubleshooting steps in the help desk ticketing system.
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support while ensuring complete documentation.
• Assist users with Microsoft 365 applications, Windows operating systems, email configuration, VPN access, Mobile and remote support.
• Perform basic system maintenance, software installations, and updates.
• Follow IT policies, security procedures, and service level agreements (SLAs).
• Maintain a high level of customer satisfaction through timely communication and issue resolution.

Required Skills:

• Strong troubleshooting and problem-solving abilities.
• Knowledge of Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, password management, and user account administration.
• Experience with remote desktop support tools and help desk ticketing systems.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Excellent communication, customer service, and documentation skills.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong attention to detail and willingness to learn new technologies.

Preferred Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• CompTIA A+, Network+, or similar IT certifications.
• Experience supporting Windows environments and enterprise IT systems.

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