IT Helpdesk

We are seeking an IT Helpdesk to join our team. This role is the first line of defense for all IT Technicians. You will answer phones and emails, create tickets for Tier 2 and Tier 3 technicians, and support customers with first-call resolution issues such as password resets, mapping drives/printers, and guiding users with self-help documentation. You will deliver excellent customer support through training, knowledge, and professionalism.

Schedule: Mon–Thu 12:00 AM–9:00 AM EST, Sun 5:00 AM–2:00 PM EST, with Friday and Saturday off

Responsibilities:

• First line of defense: answer phones, route calls, create tickets, work Tier 1 issues, escalate to Tier 2/3 when needed
• Provide first-call resolution via phone, chat, or ticketing system (password resets, troubleshooting PCs, mobile devices, printers, phones, user education)
• Document, track, and monitor problems to e...