Tier I Helpdesk Technician

Century Support Services

10d

About The Position

Century is seeking a Tier I Help Desk Technician to provide first line technical support to end users by troubleshooting common hardware, software, and access issues. This role focuses on excellent customer service, accurate ticket handling, and timely resolution or escalation of issues to higher-level support teams.

Requirements

Understanding of:
Windows and/or macOS operating systems.
Microsoft 365 (Outlook, Teams, Word, Excel).
Basic networking concepts (WiFi, VPN, internet connectivity).
Ability to follow documented procedures and troubleshooting steps.
Strong verbal and written communication skills.
Ability to explain technical issues in nontechnical terms.
Patience and professionalism when supporting frustrated users.
Good organizational andtime managementskills.
Ability to prioritize multiple tickets.
Willingness to learn and ask questions.
Reliable attendance and punctuality.

Nice To Haves

Experience with a ticketing system (ServiceNow, Jira, Zendesk, Autotask, etc.)
Basic familiarity with Active Directory or Entra ID
IT certifications such as:
CompTIA A+
Google IT Support
Microsoft Fundamentals
Any equivalent combination of experience, education, and training that provides the required knowledge, skills, and abilities.

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
Troubleshoot and resolve basic issues related to:
Password resets and account access
Email and collaboration tools
Desktop/laptophardware
Printers and peripherals (audio headsets / speakers)
Common Microsoft Office applications
Log, track, and document issues accurately in the ticketing system.
Follow standard troubleshooting guides and escalation procedures.
Escalate unresolved or complex issues to Tier II.
Set up and configure basic user equipment.(PCs, laptops, monitors, phones)
Assistwith onboarding and offboarding tasks.(AccountSetup,AccessRemoval)
Maintain professionalism and clear communication with users at all times.

Benefits

Competitive compensation package
Career development & growth opportunities through performance and career pathing
100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability
Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution
Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident
Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus
401K plan with 100% matching up to 4% and immediately vested
No cost Employee Assistance Program and Travel Assistance
Generous PTO package that starts on day 1 and increases after 1st year
Commitment to employee communication through employee suggestions and engagement surveys
Experienced leadership team with decades of industry experience
Great team members who want you to succeed!