Help Desk Technician I

Help Desk Consultant (1–2 Years Experience)

Hours: 8:00 AM – 5:00 PM EST / CST

Location:  Hybrid

Overview

Our client is seeking a motivated Help Desk Consultant with 1–2 years of IT support experience. This role serves as the first point of contact for end users, providing customer-focused technical assistance and resolving Tier 1 issues in a Microsoft-based environment. The ideal candidate is resourceful, eager to learn, and comfortable troubleshooting common IT problems while maintaining a positive user experience. 

Key Responsibilities

• Serve as the initial point of contact for help desk requests via phone, email, and ticketing system.

• Troubleshoot and resolve basic IT issues, including password resets, VPN access issues, software and hardware troubleshooting, and Microsoft 365 support.

• Document issues, resolutions, and customer interactions in the ticketing system.

• Escalate complex problems to higher-level support teams when appropriate.

• Maintain timely and professional communication with end users.

• Research and identify solutions using existing documentation, tools, and support resources.

Required Skills and Experience

• 1–2 years of help desk, technical support, or service desk experience.

• Strong customer service and communication skills.

• Ability to troubleshoot desktops, laptops, peripherals, and common software issues.

• Experience supporting Microsoft environments, including Microsoft 365 and Windows operating systems.

• Competency in resolving password issues, access problems, and VPN-related support requests.

• Ability to work independently, think critically, and quickly identify solutions.

Preferred Qualifications

• Experience with Azure Active Directory including user management and MFA support.

• Familiarity with Active Directory tools for managing accounts, group memberships, and basic administrative tasks.

• Experience with ticketing platforms such as ServiceNow, Zendesk, Freshservice, or similar systems.

• Basic understanding of networking fundamentals such as VPN, Wi-Fi connectivity, and IP addressing.

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