Beringer Technology Group is seeking an entry-level IT Help Desk Technician (Tier 1) to join its Managed Services team on site in Maple Shade, New Jersey. This role spots you at the front line of user support, handling routine technical issues with a focus on service quality while progressively routing more complex problems to Tier 2. It’s an opportunity for someone starting a career in technical support to gain practical experience while working closely with clients and internal teams.
Responsibilities
- Act as the initial point of contact for technical support requests via phone, email, and the ticketing system
- Troubleshoot and resolve Tier 1 issues related to desktops, laptops, phones, and basic applications
- Provide remote and occasional on-site support for internal users and external clients (most work is remote)
- Escalate unresolved or complex issues to Tier 2 technicians following established procedures
- Maintain accurate documentation of issues, resolutions, and standard processes
- Participate in the live phone support queue and assist customers in real time
- Share knowledge and assist teammates when appropriate
Requirements
- Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 1–2 years of personal or professional IT support experience; MSP experience preferred
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (MS-102, SC-300)
- Strong communication skills with a client-focused mindset
- Interest in using AI tools to improve efficiency and service delivery
Technologies
- Windows 10
- Windows 11
- Windows Server (2012–2022)
- Microsoft 365
- Entra ID
- Exchange
- OneDrive
- SharePoint
- Teams
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
A NOTE ON THE INTERVIEW PROCESS
Screening, interviewing, and hiring are conducted 100% by humans with no automated AI screening of candidates, ensuring transparency and equal opportunity. Candidates should provide original responses and avoid copy-pasted or AI-generated answers, as this may disqualify applicants.
ABOUT THIS ROLE
This is an entry-level IT position designed for individuals beginning a career in technical support. Prior professional IT experience is not required, but candidates must be comfortable administering the Windows operating system, including working within Control Panel, Command Prompt, and other system tools.
ROLE OVERVIEW
As a Help Desk Technician (Tier 1), you will be the first point of contact for technical support requests within the Managed Services team. You will diagnose and resolve common technical issues, deliver solid customer service, and escalate more intricate problems to Tier 2 support when appropriate. This role suits someone who enjoys problem solving, working with technology, and helping others.
ADDITIONAL INFORMATION
- Performance is measured using KPIs such as calls answered, ticket response times, resolution rates, and customer satisfaction
- Technicians are expected to proactively manage and multi-task within their ticket queue while communicating clearly and professionally with clients
- On-the-job certification training is provided, with a requirement of two certifications per calendar year
- After-hours support and on-call rotation begin after 90 days
APPLICATION QUESTION(S)
How comfortable are you troubleshooting Windows issues using administrative tools (command prompt, control panel utilities, etc.)? Please note that you will be tested on your troubleshooting methods in-depth, and you are expected to be very familiar with using and troubleshooting issues in Windows.
ABILITY TO COMMUTE
Maple Shade, NJ 08052 (Required)
