IT Help Desk Tier 1 – Onsite Support

About the role

The IT Help Desk Tier 1 provides first‑line technical assistance to employees, handling hardware, software and network issues both onsite and remotely. This full‑time position supports the organization’s IT infrastructure across multiple locations.

Key responsibilities

• Diagnose and resolve hardware and software problems, including PCs, printers, cameras, telephones and server support.
• Set up workstations with computers and peripheral devices and install/configure required software.
• Provide daily support to users in person, by phone or email, and conduct remote troubleshooting.
• Verify functionality of hardware and software components and follow up to ensure issue resolution.
• Log all help‑desk interactions, track tickets, route requests and document resolutions.
• Escalate urgent issues, inform management of recurring problems and stay current with system updates.
• Travel to various company locations to deliver on‑site assistance.

Required profile

• Associate’s degree in Computer Science or related field preferred.
• At least two years of help‑desk support and computer‑network troubleshooting experience.
• Two years of customer‑service experience.
• Valid clean driver’s license, auto insurance and reliable transportation.
• Ability to work under pressure, meet deadlines and maintain confidentiality.
• Strong communication skills to explain technical concepts to non‑technical users.

Required skills

• Microsoft Office Suite.
• Hardware troubleshooting (PCs, printers, cameras, telephones).
• Software troubleshooting and installation.
• Network troubleshooting and basic server support.
• Remote support tools and ticketing systems.

What we offer

• Full‑time, non‑exempt position with a Monday‑Friday schedule (8:30 am‑5 pm).
• Medical, vision, dental, life insurance and 403(b) retirement plan.
• Employee Assistance Program and other company benefits.