Tier I Help Desk Technician
About the Role
We are seeking an experienced Tier I Help Desk Technician to join our team. This position is ideal for a customer-focused IT professional who enjoys troubleshooting technical issues, following established processes, and delivering exceptional service.
The successful candidate will serve as the first point of contact for our clients, providing support for hardware, software, user access, and connectivity issues. Beyond technical skills, we are looking for someone who demonstrates professionalism, strong communication, attention to detail, and a commitment to accurate documentation and process compliance.
If you thrive in a structured environment, enjoy solving problems, and take pride in delivering a great customer experience, we would love to hear from you.
Responsibilities
- Provide first-level technical support via phone, email, chat, and ticketing systems.
- Troubleshoot different operating systems, applications, hardware, software, printer, networking, and user access issues.
- Document all troubleshooting steps, findings, resolutions, and customer communications accurately within the ticketing system.
- Follow established procedures, standard operating procedures, and knowledge base documentation.
- Escalate issues appropriately with complete and thorough documentation.
- Maintain ownership of assigned tickets and ensure timely follow-up through resolution.
- Communicate professionally and effectively with customers and internal teams.
- Prioritize and manage multiple tasks in a fast-paced environment.
- Participate in ongoing training and quickly learn new technologies, tools, and client-specific processes.
- Contribute to a positive team culture focused on accountability, consistency, and exceptional customer service.
Required Qualifications
- Previous Help Desk, Service Desk, Technical Support, IT Support, or Call Center experience.
- Strong troubleshooting experience.
- Excellent written and verbal communication skills.
- Strong customer service skills and ability to build rapport with end users.
- Demonstrated ability to follow instructions, policies, and documented procedures.
- Strong attention to detail and commitment to quality documentation.
- Ability to learn new tools, technologies, and processes quickly.
- Strong organizational, time management, and multitasking abilities.
- Reliable attendance and strong work ethic.
Preferred Qualifications
- Experience working in a Managed Services Provider (MSP) environment.
- Experience using remote support tools and IT ticketing systems.
- Industry certifications are considered a plus, but are not required for this role.
- Previous experience in data entry or documentation-heavy roles requiring a high degree of accuracy.
What Makes Someone Successful in This Role
We’re looking for someone who:
- Takes ownership of issues and follows through to resolution.
- Follows established processes consistently and accurately.
- Documents work thoroughly and professionally.
- Pays close attention to details.
- Communicates clearly and professionally with both customers and coworkers.
- Learns quickly and adapts to changing technologies and procedures.
- Accepts coaching and feedback positively.
- Maintains a positive attitude while managing competing priorities.
- Understands that excellent customer service and process compliance are equally important to technical skills.
Why Join Us?
As a member of our Help Desk team, you will play a critical role in supporting our clients and helping them stay productive. You’ll work alongside experienced IT professionals in an environment that values teamwork, accountability, continuous improvement, and exceptional customer service.
If you’re a dependable problem-solver who enjoys helping people and takes pride in doing things the right way, we’d love to hear from you.
Pay: $20.00 – $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Help desk: 1 year (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Ability to Commute:
- Tampa, FL 33610 (Required)
Work Location: In person
https://www.glassdoor.com/Job/tampa-it-jobs-SRCH_IL.0,5_IC1154429_KO6,8.htm?fromAge=1