Tier I Help Desk Technician

Position Summary

We are seeking a highly motivated Tier I Help Desk Technician who combines strong technical troubleshooting skills with exceptional customer service. The ideal candidate is a fast learner, follows process consistently, communicates professionally, and thrives in a structured, team-oriented environment.

This role requires someone who can quickly absorb new information, adapt to change, execute tasks accurately, and provide outstanding support to our clients. Success in this position is driven as much by attention to detail, communication, and work ethic as it is by technical ability.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, Microsoft 365, networking, and user access issues.
• Document all troubleshooting steps, resolutions, and customer communications accurately in tickets.
• Follow established procedures, knowledge base articles, and company standards consistently.
• Escalate issues appropriately with complete and accurate documentation.
• Communicate professionally with customers and internal teams.
• Manage multiple priorities while maintaining excellent customer service.
• Participate in training and demonstrate the ability to quickly learn and apply new processes and technologies.
• Maintain accountability for assigned tickets and follow through to resolution.

Required Qualifications

• Previous Help Desk, Technical Support, Service Desk, or Call Center experience.
• Strong customer service and communication skills.
• Ability to troubleshoot common Windows, Microsoft 365, hardware, software, and connectivity issues.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation habits.
• Ability to follow instructions and established processes consistently
• Ability to learn new systems, tools, and procedures quickly.
• Strong organizational and time management skills.
• Reliable attendance and strong work ethic.

Preferred Qualifications

• Experience working in a Managed Services Provider (MSP) environment.
• Experience with Active Directory, Microsoft 365, SharePoint, Teams, OneDrive, and Exchange.
• Familiarity with remote support tools and ticketing systems.
• IT certifications such as Microsoft Fundamentals, or equivalent experience.
• Previous data entry experience with a demonstrated ability to accurately enter, review, and maintain information while paying close attention to detail.

What We’re Looking For

The ideal candidate is a dependable, customer-focused professional who takes pride in delivering excellent service while following established processes and procedures. They are a quick learner who can absorb new information, apply what they have learned, and adapt to changing technologies and business needs.

Successful candidates demonstrate strong attention to detail, consistently document information accurately, and follow instructions with precision. They are organized, accountable, and capable of managing multiple priorities while maintaining a high level of quality in their work.

We are looking for someone with strong written and verbal communication skills who can interact professionally with customers and team members. They should be comfortable working independently, collaborating with others to solve problems, and taking ownership of issues through resolution.

Most importantly, the right candidate is someone who can learn quickly, execute consistently, embrace feedback and coaching, and contribute positively to a team environment focused on providing exceptional customer support.

If you are someone who enjoys solving problems, helping people, learning new technologies, and following proven processes to deliver consistent results, we’d love to hear from you.

Pay: $20.00 - $25.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Help desk: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Ability to Commute:

• Tampa, FL 33610 (Required)

Work Location: In person