Tier 1 IT Help Desk Technician – Customer-First Support

Wasserman; United States; On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Professional Development

Generous Time Off

Parental Leave

Retirement Plan (401k)

Healthcare (medical, dental, vision)

Ancillary benefits

Commuter Benefits

Job summary

The TEAM is seeking a Tier 1 Help Desk Technician to join our in-person IT support team. You’ll deliver frontline support to end users, troubleshoot issues, and log tickets using Freshservice, ensuring a high-quality user experience.

This role requires 1–3+ years in IT support, strong customer service, and familiarity with Microsoft 365, Windows/macOS, Active Directory, and Okta. The position includes a 9:00 AM–6:00 PM schedule, Monday–Friday, with rotational on-call weekends.

Qualifications

• 1–3+ years of experience in IT support or help desk environments
• Strong customer service and communication skills
• Experience supporting Microsoft 365 and Windows/macOS environments
• Familiarity with Active Directory and identity management tools like Okta
• Experience with ticketing systems such as Freshservice
• Basic knowledge of device management tools (MDM)
• Customer-first mentality and ability to explain technical issues clearly
• Organized and able to manage multiple requests effectively

Responsibilities

• Provide frontline technical support to end users via desk-side and remote channels (Zoom, phone, ticketing system)
• Deliver an exceptional customer service experience in every interaction
• Troubleshoot hardware, software, and access-related issues
• Log, track, and manage support requests using Freshservice (or similar ticketing system)
• Ensure timely resolution or escalation of incidents and service requests
• Assist with user account setup, onboarding, and offboarding tasks
• Support password resets, access requests, and permissions management
• Maintain clear and thorough documentation of issues and resolutions
• Follow established processes and contribute to knowledge base improvements
• Collaborate with other IT team members to resolve more complex issues

Skills

Customer service

Communication

Teamwork

Tools

Freshservice

Microsoft 365

Windows

macOS

Active Directory

Okta

MDM

Job description

The TEAM is seeking a Tier 1 Help Desk Technician to join our in-person IT support team. You’ll deliver frontline support to end users, troubleshoot issues, and log tickets using Freshservice, ensuring a high-quality user experience.

This role requires 1–3+ years in IT support, strong customer service, and familiarity with Microsoft 365, Windows/macOS, Active Directory, and Okta. The position includes a 9:00 AM–6:00 PM schedule, Monday–Friday, with rotational on-call weekends.