About the Role
We're looking for a Tier 1 Help Desk Specialist who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care. Attitude and customer service come first; technical skills and tools can be taught.
Responsibilities
- Be the first point of contact for client issues via phone, email, and automated alerts.
- Triage tickets: identify the problem, assess severity, and escalate when needed.
- Keep clients updated throughout the resolution process.
- Configure and deploy new workstations; migrate data and applications.
- Troubleshoot Windows PCs, servers, and common hardware issues.
- Support Active Directory, DNS, file/folder security, print servers, and certificates.
- Monitor and troubleshoot client LAN environments.
- Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
- Document everything in IT Glue.
Requirements
- 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP.
- Native English speaker; you'll be on the phone with clients daily and need to communicate clearly.
- Available to work Monday–Friday, 8 am–5 pm US Central Time.
- Proven experience communicating with customers across phone, email, and ticketing systems.
- Hands-on experience with RMM, PSA/ticketing, and documentation platforms (e.g., NinjaOne, Autotask, IT Glue).
- Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
- Working knowledge of Office 365, Adobe, and common Windows apps.
- Endpoint security and antivirus experience (BitDefender preferred).
- Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
- Windows Server: Active Directory, DNS, file/folder security, and print servers.
- Virus removal, spam mitigation, and LAN troubleshooting.