Tier 1 Technical Support Specialist

LMK Recruiting Solutions; Philadelphia (Philadelphia County); On-site; USD 42,000 - 64,000; Full time

Job summary

LMK Recruiting Solutions seeks a Tier 1 Tech Support Specialist to be the first point of contact for end-user technical support requests. You will diagnose common issues, guide users through step-by-step solutions, and maintain productivity on a phone-based support model.

Ideal candidates have 1–2 years of help desk experience, solid networking basics, and strong communication skills to clearly explain fixes and follow up on tickets.

Qualifications

• 1–2 years of experience in a help desk, service desk, or IT customer support role.
• Outstanding verbal communication skills with a friendly and patient phone presence.
• Solid grasp of fundamental networking concepts, including Wi-Fi, TCP/IP, VPNs, and basic connectivity troubleshooting.
• Experience navigating ITSM or ticketing software to log and track issues.
• Methodical analytical skills with the ability to explain technical fixes to non-technical users.

Responsibilities

• Serve as the primary point of contact for inbound phone-based technical support requests.
• Troubleshoot and resolve daily hardware, software, application, peripheral, and connectivity issues.
• Guide users through multi-step troubleshooting procedures using clear, non-technical language.
• Support core workplace technologies, including Windows OS, Microsoft 365, email platforms, network connections, and office printers.
• Log, classify, and track all support incidents in the ticketing system with thorough diagnostic notes.

Skills

Communication

Networking basics

Problem-solving

Ticketing systems

Tools

ITSM software

TeamViewer

AnyDesk

ConnectWise

VPNs

Job description

Are you a customer-focused IT professional who loves solving problems and helping people? Our client is seeking a dedicated Tier 1 Tech Support Specialist to serve as the first point of contact for end-user technical support requests.

In this call-based role, you will be the voice of technical support, diagnosing everyday technical issues, guiding users through step-by-step solutions, and maintaining smooth operational productivity. If you combine solid IT fundamentals with patience, empathy, and strong phone-based communication, this is the perfect opportunity to grow your technical career.

Key Responsibilities

• Serve as the primary point of contact for inbound phone-based technical support requests.
• Troubleshoot and resolve daily hardware, software, application, peripheral, and connectivity issues.
• Guide users patiently through multi-step troubleshooting procedures using clear, non-technical language.
• Support core workplace technologies, including Windows OS, Microsoft 365, email platforms, network connections, and office printers.

Access & Identity Management

• Process user password resets, resolve account access issues, and assist with basic user permissions.
• Follow security protocols to verify user identity before modifying access credentials.

Ticket Management & Escalation

• Log, classify, and track all support incidents in the ticketing system with thorough diagnostic notes.
• Prioritize requests to meet target service-level agreements (SLAs).
• Efficiently escalated unresolved or complex issues to Tier 2 support teams with complete diagnostic history.
• Follow established knowledge-base articles while identifying recurring issues to help expand support documentation.
• Maintain a high level of professionalism, empathy, and customer service on every call.

Qualifications

• Experience: 1-2 years of experience in a help desk, service desk, or IT customer support role preferred.
• Communication: Outstanding verbal communication skills with a confident, friendly, and patient phone presence.
• Networking Basics: Solid grasp of fundamental networking concepts, including Wi-Fi, TCP/IP, VPNs, and basic connectivity troubleshooting.
• Ticketing Systems: Experience navigating IT Service Management (ITSM) or ticketing software to log and track issues.
• Problem-Solving: Methodical analytical skills with the ability to explain technical fixes to non-technical users.

Preferred Qualifications

• Experience in a Managed Service Provider (MSP), help desk, or high-volume call support environment.
• Hands-on experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, ConnectWise).
• Exposure to Active Directory, Microsoft Entra ID (Azure AD), or identity-management platforms.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.

What Success Looks Like

Success in this role means providing swift, courteous, and accurate technical help on the first touch whenever possible. You keep user productivity high by reducing downtime, keeping thorough ticketing logs, and ensuring seamless hand-offs to Tier 2 whenever escalations are required.