Tier 1 Help Desk Technician – Service Desk

About the role

The Tier 1 Help Desk Technician is the first point of contact for end‑users across BetterWorld Technology’s managed customer base. Working on USA business hours, you will handle inbound phone, ticket and chat requests, resolve common technical issues and ensure clear documentation for each interaction.

Key responsibilities

• Answer IT support requests via phone, ticketing system and chat.
• Tri‑age incidents, gather diagnostic data and resolve issues within Tier 1 scope.
• Troubleshoot hardware, software, connectivity and application problems on Windows, macOS and Microsoft 365.
• Perform password resets, MFA assistance and routine account management.
• Support user onboarding and off‑boarding, including account provisioning and device setup.
• Escalate complex, security‑related or out‑of‑scope tickets to Tier 2 or senior engineers.
• Monitor and maintain service boards, execute daily endpoint patching and validate backup/BCDR alerts.
• Maintain complete and accurate ticket documentation and meet SLA response times.

Required profile

• 0–2 years of experience in IT support, help‑desk or technical customer service.
• Strong written communication and customer‑service orientation.
• Ability to multitask across phone, ticket and chat queues in a fast‑paced environment.
• Attention to detail and disciplined documentation practices.

Required skills

• Windows operating system support.
• macOS support.
• Basic Microsoft 365 administration (mailboxes, distribution lists, Teams, SharePoint).
• Fundamental networking concepts (DNS, DHCP, VPN connectivity).
• Endpoint patching and backup/BCDR monitoring.