About this role
The Tier 1 IT Helpdesk Technician is the frontline support for our clients, providing prompt, professional, and effective technical assistance. You will be responsible for resolving hardware and software issues for end-users, managing support tickets, and maintaining smooth daily operations. This role is essential for delivering the seamless business operations and proactive support that SecureSkye promises, ensuring minimal disruption for our client teams.
What you’ll do
- Serve as the first point of contact for clients experiencing technical issues via phone, email, and chat.
- Log, prioritize, and manage support requests using our internal ticketing system, ensuring accurate documentation of all troubleshooting steps.
- Resolve common issues related to operating systems (Windows/macOS), Microsoft Office Suite, email clients, and network connectivity remotely.
- Perform basic user account management tasks, including password resets, user creation, and access permission modifications.
- Escalate complex or unresolved issues (Tier 2 and Tier 3) to the Senior Systems Engineers or specialized teams in a timely manner.
- Assist with basic hardware setup, troubleshooting peripheral devices (printers, scanners), and conducting remote diagnostics.
- Contribute to the creation and maintenance of client-facing documentation and internal knowledge base articles.
Requirements
- Proven experience (1+ years) in an IT Helpdesk, Desktop Support, or Customer Service role, preferably within a Managed Service Provider (MSP) environment.
- Strong working knowledge of Windows and macOS operating systems, as well as Microsoft 365 administration.
- Excellent troubleshooting skills and the ability to diagnose issues systematically and communicate solutions clearly to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ConnectWise, etc.) and remote desktop support tools.
- Exceptional communication skills, a professional demeanor, and a strong commitment to providing high-quality customer service.
- Ability to work independently and manage multiple priorities efficiently in a fast-paced environment.
- CompTIA A+ certification or equivalent technical certifications are strongly preferred.
