Help Desk Technician - Tier 1

Job Description:

We are looking for a detail-oriented and knowledgeable Entry-level Help Desk Technician to provide first-line technical support to end-users. In this role, you will be responsible for following our knowledge base to empower users and enhance the efficiency of our IT support services. This role involves troubleshooting hardware, software, and network-related issues, logging support requests, and escalating complex problems to higher-tier support when necessary. The ideal candidate has strong communication skills, basic IT knowledge, and a commitment to delivering excellent customer service.

Key Responsibilities:

· Knowledge Base: Utilize a comprehensive knowledge base that includes troubleshooting guides for IT issues.

· User Support: Assist users by providing the highest level of customer service following our knowledge base troubleshooting guidelines to resolve IT issues. Respond to incoming support requests via phone, email, or ticketing system. Troubleshoot basic hardware and software issues for desktops, laptops, and printers. Assist users with password resets, account access, and basic application support. Document all support interactions and solutions in the ticketing system. Provide timely updates to users on the status of their requests. Set up and configure new workstations and user accounts as needed. Support a range of environments including Microsoft 365, Active Directory, printers, VPNs.

· Service Desk Duties: Answering client calls or reviewing, resolving and closing tickets in the Service Desk queue. Follow standard procedures for ticket handling and issue resolution. Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams. Perform routine maintenance tasks such as patching, software updates, and monitoring alerts. Assist in deploying standard tools (e.g., RMM agents, antivirus, backup solutions).

· Expectations: Must be the primary IT subject matter expert and trusted technical support resource for staff and end users.

Qualifications:

• Education: High School Diploma
• Experience: 1 year in IT support or helpdesk roles.
• Technical Skills: Familiarity with common IT systems, software applications, and troubleshooting techniques.
• Analytical Thinking: Ability to analyze data and user feedback to continuously improve the knowledge base. Ability to prioritize and manage multiple tasks in a fast-paced environment. Strong problem-solving skills and attention to detail.
• Communication: Excellent verbal and written communication skills, with a strong focus on customer service.
• Detail-Oriented: Strong attention to detail and organizational skills.

General Skills

• Excellent customer service, telephone and interpersonal skills
• Ability to move equipment, install PCs, monitors, printers, and peripherals in a business environment
• Willingness to unbox, stage and inventory equipment
• Willingness to mentor other technicians on the team.
• Must demonstrate a strong customer service focus while meeting or exceeding customer expectations, service level commitments, and changing priorities.
• Working knowledge of Microsoft Windows desktop & server operating systems, Microsoft 365 and Exchange administration, Active Directory (user management, password resets), basic networking (DNS, DHCP, TCP/IP, VPN), and familiarity with cybersecurity best practices.
• Flexible/Adaptable – most customer support will be during normal office hours, but there will be some after-hours support in the evening, weekends and/or Holidays

Attitude that meets the Micronova culture

• Ability to work independently with little supervision, shows great accountability
• Volunteers and contributes to the team
• Take ownership even if it wasn’t your problem
• Be an advocate and voice for those clients that need you
• Confidence without arrogance
• Willingness and desire to learn
• Excellent communication skills
• Professional, respectful, motivated and dedicated
• Driven by a continuous passion for learning in the IT field

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday
• On call

Experience:

• Professional IT Experience: 1 year (Required)

Ability to Relocate:

• Torrance, CA 90505: Relocate before starting work (Required)

Work Location: In person Full-Time

Pay: $19.25 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have at least one year of professional experience supporting users in a Windows-based environment (including password resets, basic networking troubleshooting, and ticketing systems)?

Experience:

• IT: 1 year (Required)

Work Location: In person