IT Help Desk Tier 1 Agent

About the role

Dex Imaging is seeking a Tier 1 IT Help Desk Agent to be the first point of contact for internal teams and managed IT clients. You will resolve everyday technical issues, support audio‑visual equipment, and help users stay productive while building a solid foundation for your IT career.

Key responsibilities

• Provide first‑line support via phone, email, and ticketing system.
• Troubleshoot hardware, software, and network problems using diagnostic tools.
• Assist with audio and video setups in conference rooms.
• Maintain ticket flow and resolve issues within 24–48 hours.
• Configure network connections, VPNs, and wired access.
• Install, update, and maintain software and devices.
• Follow security best practices and document procedures.
• Participate in additional projects as needed.

Required profile

• Clear, friendly communication with the ability to explain technical concepts without jargon.
• Adaptable mindset and eagerness to learn new tools and systems.
• Strong organizational skills and ability to manage multiple tasks.
• Independent worker who also thrives in a team environment.
• Basic technical troubleshooting curiosity.

Required skills

• Windows operating system.
• macOS operating system.
• Google Workspace.
• Microsoft 365.
• PC and Mac hardware, printers, scanners, and mobile devices.
• Endpoint security or desktop protection tools.
• VPN configuration and network connectivity.

What we offer

• Paid time off accruing after 90 days.
• Health benefits, 401(k) eligibility after 60 days, and medical, dental, vision, and life insurance.
• Paid holidays and a supportive team environment.
• Opportunities for learning, growth, and career advancement.