Job Description

Job Summary:

JPtheGeek is seeking a customer-focused and technically inclined Tier 1 Help Desk Technician to join our IT support team. This entry-level position is ideal for someone eager to grow in the IT field while providing top-tier customer service to our clients. As the first point of contact for technical support, you will troubleshoot, diagnose, and resolve common IT issues while ensuring an exceptional client experience. More than just technical ability, we value strong interpersonal skills—our team is known for fast response times, strong client relationships, and 100% customer satisfaction.

If you are self-motivated, eager to learn, and thrive in a collaborative environment, we encourage you to apply!

Key Responsibilities:

• Serve as the first point of contact for clients needing technical assistance via phone, email, and our ticketing system.
• Troubleshoot and provide support for software, hardware, network, and cloud-based services (Microsoft 365, Google Workspace, etc.).
• Assist with password resets, account lockouts, and user access issues in Active Directory, Microsoft 365, and Google Workspace.
• Document support interactions, troubleshooting steps, and resolutions in our PSA system to ensure consistent service.
• Monitor and manage ticket queues, ensuring issues are resolved within service level agreements (SLAs).
• Escalate complex technical issues to Tier 2 or appropriate support teams as needed.
• Assist in setting up and configuring new employee workstations, user accounts, and security settings.
• Maintain cybersecurity and client compliance by following best practices and company policies.
• Provide basic troubleshooting for printers, peripherals, VoIP phones, and networking devices.
• Help maintain and organize IT documentation, ensuring accurate client records.
• Participate in team meetings, ongoing training, and continuous improvement initiatives to enhance technical skills and customer service.

Qualifications:

• High school diploma or equivalent (Associate's or Bachelor’s degree in an IT-related field preferred).
• Basic understanding of Windows OS, macOS, Microsoft 365, and Google Workspace.
• Familiarity with network troubleshooting, printers, hardware setup, and security best practices.
• Strong problem-solving and analytical skills with attention to detail.
• Excellent verbal and written communication skills—ability to explain technical concepts in a clear, friendly manner.
• Ability to multitask and work effectively in a fast-paced environment.
• Customer-focused, positive attitude, and strong interpersonal skills.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Fundamentals are a plus.

Why Join JPtheGeek?

JPtheGeek is a fast-growing, top-tier MSP that prioritizes client relationships, rapid response times, and outstanding customer service. Our culture is collaborative, engaging, and constantly evolving with technology. As a Tier 1 Help Desk Technician, you’ll have opportunities to learn, grow, and make a real impact while working in a supportive team environment.

JPtheGeek is an equal opportunity employer—we encourage all qualified candidates to apply.

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