Tier I Help Desk Technician

ProCern Technology Solutions is hiring a Tier I Help Desk Technician to deliver first-level technical support for clients in Tampa, FL (onsite). In this role, you serve as the initial point of contact, helping troubleshoot common hardware, software, access, and connectivity issues while keeping every interaction organized in a ticketing system.

What you’ll do

• Handle first-level support requests by phone, email, chat, and ticketing systems.
• Troubleshoot issues across operating systems, applications, hardware, software, printers, networking, and user access.
• Document troubleshooting steps, findings, resolutions, and customer communications accurately in the ticketing system.
• Follow established procedures, standard operating procedures, and knowledge base documentation.
• Escalate problems appropriately, including complete and thorough documentation.
• Maintain ownership of assigned tickets and ensure timely follow-up through resolution.
• Communicate professionally and effectively with customers and internal teams.
• Prioritize and manage multiple tasks in a fast-paced environment.
• Participate in ongoing training and quickly learn new technologies, tools, and client-specific processes.
• Support a positive team culture focused on accountability, consistency, and exceptional customer service.

Requirements

• At least 1 year of prior experience in a help desk, service desk, technical support, IT support, or call center environment.
• Strong troubleshooting experience.
• Excellent written and verbal communication skills.
• Strong customer service skills with the ability to build rapport with end users.
• Ability to follow instructions, policies, and documented procedures.
• Strong attention to detail and a commitment to quality documentation.
• Ability to learn new tools, technologies, and processes quickly.
• Strong organizational, time management, and multitasking abilities.

Technologies

• Ticketing systems

Preferred qualifications

• Experience working in a Managed Services Provider (MSP) environment.
• Experience using remote support tools and IT ticketing systems.
• Industry certifications considered a plus, but not required.
• Previous experience in data entry or documentation-heavy roles requiring high accuracy.

Compensation and schedule

• Pay: $20.00 - $25.00 per hour
• Shift availability: Day Shift (Preferred), Night Shift (Preferred), Overnight Shift (Preferred)

Location

• Work location: In person
• Ability to commute: Tampa, FL 33610 (Required)

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance