IT Support, Tier 1 Help Desk

WORK ENVIRONMENT:

We are a remote-first company. This role, as in most of our positions, is remote. You may sometimes be required to visit client sites or attend meetings at designated locations. 

POSITION SUMMARY:

Tier 1 Helpdesk will provide operational support for staff and contractors covering Enterprise IT Systems.  Daily monitoring of Enterprise systems, including response to an application, operating system, and networking issues, is part of normal day-to-day responsibilities.  Some project-based work involvement as a member of a project team and the ability to act independently on small projects is part of regular job duties.  This position interacts with multiple technical disciplines, including other system engineers, senior system engineers, and network engineering staff.  This position primarily consists of second shift hours but may require shifting to days at times for training. 

ESSENTIAL JOB FUNCTIONS: 

• Document and track all support requests and resolutions in the ticketing system.
• Provide technical support to clients via phone, email, or chat.
• Identify, troubleshoot, and resolve IT-related issues.
• Perform remote or on-site installations, upgrades, and hardware and software repairs.
• Assist with user account management, password resets, and access permissions.
• Collaborate with other IT team members to resolve complex issues.
• Provide training and guidance to end-users on using technology and software.
• Stay current with the latest technology trends, software updates, and security protocols.
• Follow IT service management (ITSM) best practices, including incident, problem, and change management.
• Must be a self-starter in a fast-paced environment and able to work with/manage a range of engineers with diverse skills at differing levels of experience.
• Demonstrates sensitivity and is flexible to the needs and requirements of the customer.

REQUIRED QUALIFICATIONS:

• Proven experience as an IT Helpdesk Support or similar role
• Excellent communication and customer service skills
• Strong technical knowledge of computer hardware, software, operating systems, and networking
• Experience with ticketing systems, remote desktop tools, and diagnostic utilities
• Familiarity with ITSM best practices, such as ITIL
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills
• Ability to multitask and prioritize tasks in a fast-paced environment.

Required Education/Experience: Associate or Bachelor’s degree in a technical discipline such as computer science or information technology from an accredited college or university or three to five years of work experience administering Mac and Windows computers.

SALARY & BENEFITS:

• Competitive hourly pay
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
• Flexible Paid Time Off