Tier-1 IT Help Desk Technician (Hybrid)

RJ Young; Knoxville (TN); Hybrid; USD 25,000 - 39,000; Full time

Job summary

RJ Young is seeking a Support Desk Technician to provide frontline IT support to clients via remote and onsite services. You will be a Tier-1 resource addressing basic hardware, software, and network issues while delivering professional customer service.

The role includes documenting steps, escalating complex problems to Tier-2/3, and traveling to client sites as needed. A hybrid schedule starts after training, with three days in the office and two remote.

Qualifications

• High School diploma or equivalent; associates or bachelor’s degree in IT or a related field is a plus.
• One year of experience in a technical support or service desk role, preferably in an MSP environment.
• CompTIA A+ or equivalent is preferred but not required.

Responsibilities

• Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, networking, and account-related issues.
• Escalate complex or unresolved issues to Tier-2/3 with clear documentation of steps taken.
• Travel to client sites as needed for hands-on troubleshooting, hardware setup and configuration.
• Document troubleshooting steps, resolutions, and client interactions in the ticketing system.
• Contribute to internal knowledge base with technical documentation.
• Collaborate with internal teams to identify recurring issues and drive process improvements.
• Stay current with tools, technologies, and best practices.

Skills

Communication

Customer Service

Multitasking

Problem Solving

Creative Thinking

Education

High School Diploma

Associate or Bachelor’s in IT

Tools

ConnectWise

Kaseya

Active Directory

Job description

RJ Young is seeking a Support Desk Technician to provide frontline IT support to clients via remote and onsite services. You will be a Tier-1 resource addressing basic hardware, software, and network issues while delivering professional customer service.

The role includes documenting steps, escalating complex problems to Tier-2/3, and traveling to client sites as needed. A hybrid schedule starts after training, with three days in the office and two remote.