IT Help Desk Specialist/Tier I Support

This onsite role provides frontline Tier I IT support to employees, handling incidents and service requests, documenting issues for timely follow-up, and assisting with end-user hardware, software, and network deployments to maintain smooth operations.

Location

Las Vegas, NV (onsite)

Compensation

USD 17 - 19 per hour

Experience

Preferred at least one year of experience in an IT help desk or technical support role.

Overview

The position delivers Tier I IT assistance to staff, addressing incidents and service requests through channels such as phone, email, chat, or a ticketing system. It involves logging and tracking issues to ensure timely resolution and regular follow-up with users. You will support end-user deployments of hardware, software, and network configurations, including installation, setup, troubleshooting, and ongoing maintenance of equipment and peripherals. Assistance is also provided with configuring IT gear for new hires, transfers, and terminations. Escalation of complex cases to Tier II or Tier III teams is expected when needed. You will offer basic guidance on IT policies and best practices, maintain an up-to-date inventory of equipment and supplies, and perform other duties as directed by the IT Manager or Supervisor.

Responsibilities

• Address Tier I IT issues and requests from staff via phone, email, chat, or a ticketing platform and work toward timely resolution.
• Log and monitor incidents to ensure prompt closure and follow up with users.
• Assist with end-user hardware, software, and network deployments, including installation, configuration, troubleshooting, and upkeep of equipment and peripherals.
• Help configure IT equipment for new hires, internal transfers, and terminations.
• Identify issues requiring escalation and coordinate with Tier II and Tier III teams as needed.
• Provide foundational training and guidance on IT policies, procedures, and best practices to users.
• Maintain an inventory of IT equipment and supplies.
• Carry out additional duties as directed by the IT Manager or Supervisor.

Requirements

• One year of experience in an IT help desk or technical support role is preferred.
• Solid knowledge of Windows operating systems, Microsoft Office 365 applications, and common IT tools.
• Strong customer service, communication, and problem-solving abilities.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and manage multiple deadlines.
• Capacity to lift and move IT equipment up to 50 lbs.
• CompTIA A+, Network+, or Security+ certification is a plus.

Technologies

• Windows operating systems
• Microsoft Office 365

Benefits

• 401K
• Major Medical
• Dental
• Vision
• PTO
• Paid Holidays