Help Desk Technician (Tier 1)

About the role

CNWR is seeking an entry‑level Help Desk Technician to serve as the first point of contact for partners and clients. You will triage, resolve, and document tickets in a fast‑paced, high‑pressure environment while building solid IT support skills.

Key responsibilities

• Monitor the Service Desk, triage new tickets and assign them to the appropriate team.
• Resolve issues to partner satisfaction and follow escalation procedures for complex tickets.
• Split multi‑issue tickets into clear, individual tickets.
• Deploy, configure and update workstation software and utilities.
• Perform moves, adds, changes, and deletes in Active Directory and Microsoft 365.
• Maintain timely communication with clients and internal teams.
• Document procedures and keep CNWR systems up to date.

Required profile

• 1–3 years of experience in IT services or a comparable environment.
• Proficiency with the Microsoft Office Suite.
• Basic understanding of computer networking concepts.
• Experience using a ticketing platform.

Required skills

• Active Directory administration.
• Microsoft 365 administration.
• Ticketing system operation.
• Workstation configuration and software deployment.
• Fundamental networking knowledge.