About This Role
This entry-level position is ideal for someone looking to develop their IT career in a professional, fast-paced environment. The Tier I Helpdesk Technician serves as the first point of contact for employees experiencing IT-related issues and is responsible for providing timely, professional technical support to users across the organization. The successful candidate will assist with troubleshooting common hardware and software issues, user account access, printer connectivity, workstation setup, and other day-to-day technical support needs.
Responsibilities
- Serve as the initial point of contact for employees seeking technical assistance with hardware, software, network connectivity, and other IT-related issues
- Respond to helpdesk tickets, document reported issues, track progress, and provide timely updates to end-users
- Perform basic troubleshooting for desktops, laptops, tablets, monitors, keyboards, docking stations, and other computer peripherals
- Assist with installing, configuring, and maintaining Windows and macOS computers and approved software applications
- Support password resets, account access requests, and basic Active Directory user account administration in accordance with established procedures
- Troubleshoot common printer, scanner, and multifunction device issues
- Assist with IP phone setup, basic troubleshooting, and user configuration
- Support workstation imaging, computer deployment, equipment replacements, and new employee onboarding
- Assist with employee offboarding by collecting equipment and completing assigned IT access and asset-related tasks
- Perform basic network connectivity troubleshooting, including Wi-Fi, Ethernet, and VPN connection issues
- Escalate unresolved or complex technical issues to Tier II or Tier III support with clear documentation of troubleshooting steps and results
- Maintain accurate inventory records for computers, peripherals, and other IT equipment
- Follow established IT procedures, security policies, and best practices for protecting company systems and confidential information
- Assist with IT projects, office technology upgrades, and other assignments as directed by the IT team
- Maintain a professional, service-oriented approach when supporting attorneys, administrative personnel, and other employees
- Participate in ongoing training and technical development to expand troubleshooting skills and prepare for advancement
Requirements
- 1–2 years of experience in IT support, helpdesk support, desktop support, or a related technical role (relevant education, internships, labs, or hands-on technical experience will also be considered)
- Basic knowledge of Windows operating systems and common business software applications