Service Desk – Tier 1 Help Desk Technician
Location
USA Timezones
Posted
8 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Service Desk – Tier 1 Help Desk Technician
BetterWorld Technology
Role Description The Tier 1 Help Desk Technician is the front line of BetterWorld's Service Desk. This role is the first point of contact for end users across BWT's managed customer base, handling common technical issues, requests, and access needs with speed, accuracy, and excellent customer service. - Work the inbound queue (phone, ticket, and chat). - Triage incoming issues, resolve what can be resolved at Tier 1, and escalate cleanly when needed. - Support proactive activities including monitoring board management, patch cycle execution, onboarding/offboarding, and ticket documentation. - Ensure clear notes are left for every ticket worked for context. Key Responsibilities - Serve as the first point of contact for IT support requests across phone, ticket, and chat channels. - Triage incoming issues, gather diagnostic information, and resolve within Tier 1 scope where possible. - Troubleshoot basic hardware, software, connectivity, and application issues across Windows, macOS, and Microsoft 365. - Perform password resets, MFA support, and routine account management tasks per documented procedures. - Support user onboarding and offboarding, including account provisioning, group membership, and device setup. - Escalate complex, security, or out of scope issues to Tier 2, senior engineers, or security resources per playbook. - Monitor and maintain operational service boards, including customer boards and automated notification boards. - Execute daily patching activities for endpoints across customer environments per standard operating procedures. - Validate backup and BCDR alerts and route per documented response procedures. - Maintain accurate, complete ticket documentation in the ticketing system at all times. - Meet SLA reaction times across phone, chat, and ticket queues. - Contribute to the knowledge base by drafting and updating articles for recurring issues. Qualifications - 0–2 years of IT support, help desk, or technical customer service experience. - Working knowledge of Windows and macOS operating systems at an end user support level. - Familiarity with Microsoft 365 administration basics (mailboxes, distribution lists, Teams, SharePoint). - Basic understanding of networking concepts (DNS, DHCP, connectivity, VPNs). - Strong customer service and written communication skills. - Ability to multitask across phone, ticket, and chat queues in a fast paced environment. - Attention to detail and discipline around documentation. Preferred Qualifications - CompTIA A+, Microsoft Fundamentals (MS-900, AZ-900), or equivalent foundational certifications. - Experience with ConnectWise Manage, ConnectWise Control, or equivalent PSA / remote support platforms. - Exposure to RMM platforms and patch management tools. - Prior experience in an MSP or multi customer support environment. Knowledge, Skills, and Abilities - Working knowledge of ITIL processes and procedures. - Ability to manage multiple queues and priorities independently. - Comfort working with alerts, monitoring tools, and SOP driven processes. - Strong sense of customer ownership; willingness to follow through until resolution. - Professional, calm telephone and written demeanor with end users at all skill levels. BetterWorld Technology Core Values - Service: We provide outstanding products, customized solutions with unsurpassed service that, together, deliver premium value to our customers. - Passion: To excel through quality, to delight our clients, to enjoy our work. - Integrity: We will always do what is right for the customer, the employee, or the circumstance. - Responsibility: We will remain calm under pressure, encourage respectful dialogue, and resolve conflicts through fair negotiation. - Innovation: We constantly strive to redefine the standard of excellence in everything we do. - Teamwork: BetterWorld is made up of amazing individuals, but it’s only through teamwork that we achieve greatness. - Excellence: Excellence requires constant adaptation, innovation, and vigilance in order to achieve success. - Dedication: Whatever it takes to get the job done… whenever, wherever!
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