Tier 1 IT Help Desk Technician Temporary

Work Location: On-Site (Not a Remote Position)

Schedule: Standard Business Hours

Position Summary

We are seeking a dependable, customer-service-oriented Tier 1 IT Help Desk Technician to provide technical support to employees located across multiple states. This is a temporary, in-office position focused on troubleshooting basic computer and endpoint issues using remote monitoring and management (RMM) platforms and other remote support tools.

The ideal candidate will have a solid understanding of Windows-based computers, basic networking concepts, and common business applications. This position requires strong communication skills, the ability to troubleshoot problems independently, and good judgment in determining when more complex issues should be escalated to senior IT personnel.

Key Responsibilities

Provide first-level technical support to employees across geographically dispersed office locations.

Diagnose and resolve common Windows workstation, laptop, and peripheral issues using remote management and support tools.

Troubleshoot basic software, connectivity, printing, email, and Microsoft Office application issues.

Assist employees with password resets, account access, and routine login problems in accordance with established security procedures.

Utilize remote monitoring and management (RMM) platforms to access endpoints, diagnose technical problems, and perform approved corrective actions.

Assist with software installation, application configuration, and routine workstation maintenance.

Document technical issues, troubleshooting steps, and resolutions in the organization's ticketing or support tracking system.

Communicate clearly and professionally with end users by telephone, email, or remote support sessions.

Escalate unresolved or advanced technical issues to senior IT staff when appropriate.

Follow established IT security policies, support procedures, and organizational standards.

Qualifications

Prior experience providing basic IT help desk, desktop support, or similar technical assistance.

Working knowledge of Windows 10 and Windows 11 operating systems.

Familiarity with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.

Basic understanding of computer hardware, printers, network connectivity, and common workstation issues.

Experience using remote desktop, remote access, or endpoint management tools.

Ability to troubleshoot technical problems logically and follow documented procedures.

Strong verbal and written communication skills.

Ability to provide patient, professional assistance to users with varying levels of technical experience.

Ability to work independently while recognizing when issues require escalation.

Preferred Qualifications

Experience with remote monitoring and management (RMM) platforms.

Familiarity with Microsoft Active Directory, Microsoft Entra ID, or Microsoft Intune.

Experience supporting users across multiple offices or geographic locations.

Familiarity with help desk ticketing systems.

CompTIA A+ certification or equivalent practical experience.

Work Environment

This position is performed on-site in an office environment. Although the technician will report to a central office, the majority of technical support will be provided remotely to employees working in offices across multiple states.

The position is primarily focused on endpoint-level troubleshooting and user assistance. Advanced network administration, server management, and infrastructure engineering are outside the normal scope of this Tier 1 role and will be escalated to appropriate personnel.