Tier I Helpdesk Technician: Quick IT Support (NJ)

Tech Keys Llc; Howell Township (NJ); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

401(k) with up to 4% company match

Medical plans (multiple)

Dental

Vision

Company-sponsored life insurance

Company-sponsored disability

Generous PTO

Job summary

Tech Keys LLC in Howell Township, NJ is seeking a Support Technician, Tier I to be the first point of contact for customers and employees seeking technical assistance. You will answer calls, emails, and chats, perform basic troubleshooting, and document resolutions to ensure timely issue resolution.

The role emphasizes strong communication, basic IT knowledge, and the ability to work efficiently in a fast-paced environment while following SLAs and internal procedures.

Qualifications

• High school diploma or equivalent; IT training preferred.
• 1+ year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.

Responsibilities

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Skills

Customer service

Communication

Multitasking

Troubleshooting

Education

High school diploma

IT training preferred

Tools

Zendesk

Remote desktop

Job description

Tech Keys LLC in Howell Township, NJ is seeking a Support Technician, Tier I to be the first point of contact for customers and employees seeking technical assistance. You will answer calls, emails, and chats, perform basic troubleshooting, and document resolutions to ensure timely issue resolution.

The role emphasizes strong communication, basic IT knowledge, and the ability to work efficiently in a fast-paced environment while following SLAs and internal procedures.