Help Desk Technician, Tier 1

Serves as the first point of contact for end users experiencing technical issues, handling incoming support requests via phone, email, or ticketing system. Responsibilities typically include troubleshooting basic hardware, software, and network issues; resetting passwords and managing user accounts; guiding users through step-by-step solutions; documenting issues and resolutions in the ticketing system; and escalating unresolved or complex problems to Tier 2/3 support. The role generally follows established procedures and knowledge-base articles rather than independently diagnosing novel technical problems, and requires strong customer service and communication skills alongside foundational IT knowledge

Position Summary

The Tier 1 Helpdesk Technician is responsible for providing frontline technical support to end users across our managed client accounts. This role serves as the initial point for all incoming technical issues, ensuring timely acknowledgment, accurate documentation, effective troubleshooting of common issues, and appropriate escalation of complex problems. The ideal candidate combines strong technical fundamentals with excellent customer service instincts, thrives in a fast-paced, ticket-driven environment, and is eager to build a long-term career in IT support and systems administration.

This position operates under 1Above Technology's structured service delivery model and adheres to defined service level agreements (SLAs), documented troubleshooting procedures, and established escalation pathways.

Key Responsibilities

Client Support & Issue Resolution

• Serve as the first point of contact for client end users submitting support requests via phone, email, and ticketing system
• Accurately triage, categorize, and prioritize incoming tickets according to severity and SLA requirements
• Diagnose and resolve common hardware, software, printer, mobile device, and connectivity issues
• Provide remote support using screen-sharing and remote access tools to resolve issues efficiently
• Guide non-technical end users through step-by-step troubleshooting with patience and clarity
• Reset passwords, manage basic Active Directory/Microsoft 365 user account tasks, and handle routine access provisioning and deprovisioning requests

Documentation & Ticket Management

• Maintain complete, accurate, and timely documentation of all client interactions, troubleshooting steps, and resolutions within the ticketing platform
• Follow established knowledge-base articles and standard operating procedures for recurring issue types
• Contribute to and help maintain internal documentation and knowledge-base content based on new or recurring issues encountered
• Track ticket status and follow up proactively with clients to ensure timely resolution and satisfaction

Escalation & Collaboration

• Recognize the limits of Tier 1 scope and escalate complex, unresolved, or high-priority issues to Tier 2/3 technicians or engineers with clear, thorough handoff notes
• Collaborate with senior technicians and systems administrators to ensure smooth issue resolution and continuity of service
• Communicate proactively with the team regarding recurring issues, potential system-wide problems, or client dissatisfaction

Client Relationship & Professionalism

• Represent 1Above Technology professionally in all client interactions, reflecting the company's commitment to responsive, high-quality service
• Maintain a calm, courteous, and solutions-oriented demeanor, particularly when working with frustrated or non-technical users
• Adhere to client-specific policies, procedures, and confidentiality requirements

Minimum Qualifications

• High school diploma or equivalent required; Associate's degree or coursework in Information Technology, Computer Science, or a related field preferred
• 1–2 years of experience in a technical support, helpdesk, or customer service role (internships, apprenticeships, and relevant coursework will be considered)
• Working knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and common business productivity software
• Basic understanding of networking fundamentals (Wi-Fi connectivity, VPN, printer/network setup)
• Basic understanding of Active Directory user account management
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
• Excellent organizational skills and attention to detail
• Ability to manage multiple tickets simultaneously in a fast-paced environment
• Reliable transportation and ability to report on-site as scheduled

Preferred Qualifications

• CompTIA A+, Network+, or equivalent industry certification
• Prior experience working in a managed services provider (MSP) environment
• Familiarity with remote monitoring and management (RMM) and professional services automation (PSA) tools (e.g., ConnectWise, Datto, NinjaOne, or similar)
• Experience supporting VoIP systems, cloud file storage, or basic network troubleshooting

Work Environment & Physical Requirements

• Primarily on-site office/helpdesk environment with occasional on-site client visits as needed
• Occasional lifting of IT equipment (up to 25 lbs.)
• Standard business hours with scheduled rotation into after-hours or on-call support coverage

Compensation & Classification

• Pay Rate: $25-28 per hour, commensurate with experience
• Classification: Non-exempt, hourly employee. Overtime is paid at 1.5x the regular rate for hours worked beyond 8 hours in a workday or 40 hours in a workweek, in accordance with California labor law
• Schedule: Full-time, Monday–Friday

Benefits

• Group Health, dental, and vision insurance offered
• 9 days Paid time off / 6 sick days leave
• 401(k) with 3% company match
• Certification reimbursement / professional development support
• Clear growth path to Tier 2/3 Technician and Systems Administrator roles