Tier I Help Desk Support Specialist
We're looking for a Tier I Help Desk Support Specialist to be the first point of contact for our end users. In this role, you'll provide front-line technical support, resolve daily IT issues, and ensure our team members have the tools and technology they need to succeed. If you have a passion for customer service, problem-solving, and IT support, this role offers an excellent opportunity to grow your career in a collaborative environment.
What You'll Do:
- Provide Tier I technical support for hardware, software, and connectivity issues
- Communicate clearly and consistently to ensure a positive user experience
- Troubleshoot and escalate more complex issues to Tier II support when necessary
- Document all technical support incidents and identify recurring issue trends
- Create knowledge base articles to improve user self-service and reduce ticket turnaround time
- Assist with IT asset management, including inventory tracking and equipment deployment
- Build and configure laptops/desktops for new users, resolving setup issues and providing hands-on support
What We're Looking For:
- Associate's degree or equivalent relevant work experience
- Minimum 2 years of IT support or help desk experience
- Strong troubleshooting, analytical, and documentation skills
- Demonstrated knowledge of current computer hardware and software
- Experience imaging/configuring laptops/desktops and deploying operating systems
- Working knowledge of Windows 10/11, Microsoft 365, Teams, and Azure Active Directory
- Familiarity with ticketing systems (Freshservice a plus)
- Experience with VoIP-based phone systems (Teams Phone a plus)
- Excellent customer service, communication, and time management skills
- Background in healthcare IT is desirable
Physical & Location Requirements:
- Position requires the ability to work onsite in Holyoke, Massachusetts, 23 days per week
- Ability to lift up to 40 pounds and transport IT equipment
- Visual and manual dexterity to manage computer hardware and systems daily
- Travel to remote sites may be required at times at the discretion of leadership
Why Join Us?
- Hybrid work schedule flexibility with 23 days onsite per week
- Competitive salary and comprehensive benefits package
- Generous PTO, floating holiday, and paid company holidays
- Medical, dental, and vision coverage + 401(k) with company match
- Company-paid life and disability insurance