Tier 1 Helpdesk Technician

Tier 1 Helpdesk Technician

Job Summary:

The Tier 1 Helpdesk Technician serves as the first point of contact for IT-related support across Hillpointe properties, providing assistance to internal employees. This role requires strong troubleshooting skills, attention to detail, and the ability to deliver excellent customer service in a fast-paced environment. The technician will be responsible for resolving basic IT issues, maintaining IT systems, and escalating more complex problems when necessary.

Key Responsibilities:

Technical Support & Troubleshooting

• Act as the first line of support for IT-related incidents and service requests.
• Provide remote and on-site technical support.
• Diagnoses and resolve basic hardware and software issues including desktops, laptops, printers, and peripherals.
• Assist users with troubleshooting applications such as Microsoft Office 365, Dropbox, and other business applications.
• Track, document, and manage user requests using a ticketing system to ensure timely resolution and issue escalation when needed.

System Monitoring & Maintenance

• Perform routine system maintenance, including applying software updates, security patches, and system backups.
• Assist in monitoring IT infrastructure, identifying potential issues, and proactively addressing them.
• Ensure compliance with IT security policies and best practices.

User & Account Management

• Create, modify, and deactivate user accounts in Microsoft 365 and other authentication systems.
• Assist with password resets and troubleshoot multi-factor authentication (MFA) issues.
• Support system access controls, including Wi-Fi authentication and access control systems.

Network & Infrastructure Support

• Assist in maintaining network connectivity for LAN/WAN, Wi-Fi, and VPN access.
• Perform basic network troubleshooting, including switch ports, IP configurations, and connectivity issues.
• Support IT team in network deployments and new site provisioning.

Documentation & Process Improvement

• Document and maintain records for IT assets, devices, users, and property-specific configurations.
• Contribute to the internal knowledge base by documenting recurring technical issues and their resolutions.
• Assist in training users on IT best practices and basic troubleshooting techniques.

Skills & Qualifications:

Technical Skills:

• Operating Systems: Windows (Desktop & Server), macOS, basic Linux familiarity.

• Networking: Basic understanding of TCP/IP, DNS, DHCP, VPN, firewalls, and network troubleshooting.

• Security: Familiarity with endpoint protection, antivirus solutions, MFA, and security best practices.

• Hardware: Troubleshooting experience with desktops, laptops, printers, and peripherals.

• Cloud & Virtualization: Exposure to Microsoft 365, Azure.

• Ticketing Systems: Experience with ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice.

Soft Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication skills, particularly for assisting non-technical users.
• Ability to work independently and as part of a team.
• High attention to detail and strong organizational skills.
• Customer-service-oriented mindset, with a commitment to providing a positive user experience.

Qualifications & Experience:

• High School Diploma/GED required; a college degree in IT or a related field is preferred.
• 2+ years of IT-related experience, preferably in a helpdesk or support role.
• A+ or Network+ certification preferred.
• Experience with advanced networking configurations is a plus.
• Ability to learn new technologies and adapt to evolving IT environments.

Physical & Work Environment:

• Ability to sit for extended periods and perform manual tasks such as lifting IT equipment (up to 20 lbs independently, 50 lbs with assistance).
• Work in a fast-paced, high-volume environment with frequent interruptions.
• Ability to work with minimal supervision while meeting deadlines and priorities.

Additional Information:

• This position reports directly to IT leadership.
• Travel between Hillpointe properties may be required for on-site support.
• Flexibility in work hours may be required to accommodate maintenance windows or urgent issues.

This role provides an excellent opportunity for growth within the IT field, offering hands-on experience with a range of technologies while supporting a dynamic and growing organization.

Supervisory Responsibilities

• No formal supervisory responsibilities in this position.

Travel Requirements:

• Occasional travel to various Hillpointe locations may be necessary.