Job Description

We are seeking a motivated Tier 1 / Tier 2 Help Desk Specialist to join our expanding IT Service Delivery team! This position is ideal for someone with strong customer service skills, a technical background, and a desire to grow in a fast-paced, hands-on IT support environment. You’ll serve as the first point of contact for resolving IT issues, assisting with tickets, and supporting internal users across multiple locations.

Responsibilities:

• Serve as the first point of contact for IT support requests through phone, ticketing systems, or walk-ins.
• Provide Tier 1 and Tier 2 technical support, troubleshooting issues, and resolving tickets promptly.
• Communicate effectively with users, including handling irate or high-pressure situations professionally.
• Collaborate with engineers and other team members to escalate and resolve complex technical issues.
• Support multiple brands and locations with a focus on customer satisfaction.
• Manage and track support requests through ticketing systems like Jira or ServiceNow.
• Assist with onboarding and setup for new employees.

Qualifications:

• 1–2 years of experience in an IT help desk or technical support role.
• Strong customer service skills; prior experience in a customer-facing role is highly preferred.
• Familiarity with ticketing systems such as Jira or ServiceNow is a plus.
• Basic technical troubleshooting abilities and a willingness to learn and adapt.
• Strong communication skills and the ability to work well under pressure.
• Problem-solving mindset with a customer-first approach.

Work Schedule:

• Full-time, in-office position (Monday–Friday, 8:00 AM–5:00 PM).
• No hybrid or remote options are available.

What We Offer:

• A hands-on, collaborative work environment.
• Competitive compensation with opportunities for career growth.
• Exposure to diverse technical systems and the chance to work with a dynamic team.

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