Ignite IT
Ignite IT is seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry‑line role provides first‑line technical support to end‑users, assisting with hardware, software, network, and other IT‑related issues. The ideal candidate will have 1‑3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem‑solving in a fast‑paced environment.
Key Responsibilities
Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system
Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols
Document all support interactions in the ticketing system with clear, accurate, and timely updates
Assist in user account creation, password resets, and access management in Active Directory and other platforms
Help end users with troubleshooting VPN connections such as Zscaler
Follow standard operating procedures for common support requests and troubleshooting
Share new issues and solutions in the knowledge base to support team learning
Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery
Requirements
Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)
1‑3 years of experience in a technical support or help desk role
Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware
Familiarity with ServiceNow or other ticketing systems
Strong communication, problem‑solving, and interpersonal skills
Ability to prioritize and manage time effectively in a dynamic environment
Preferred Qualifications
CompTIA A+, ITIL Foundations, or other relevant IT certifications
Experience supporting remote users or working in a multi‑location organization
Exposure to Active Directory, Office 365, VPN, and remote desktop tools
Basic knowledge of ITIL, ITSM frameworks, or MSP environments
Familiarity with Microsoft Intune, Azure Portal, or Entra ID
Work Environment
May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects
Position is 100% on‑site
Benefits
401(k) with matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
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Key Responsibilities
Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system
Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols
Document all support interactions in the ticketing system with clear, accurate, and timely updates
Assist in user account creation, password resets, and access management in Active Directory and other platforms
Help end users with troubleshooting VPN connections such as Zscaler
Follow standard operating procedures for common support requests and troubleshooting
Share new issues and solutions in the knowledge base to support team learning
Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery
Requirements
Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)
1‑3 years of experience in a technical support or help desk role
Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware
Familiarity with ServiceNow or other ticketing systems
Strong communication, problem‑solving, and interpersonal skills
Ability to prioritize and manage time effectively in a dynamic environment
Preferred Qualifications
CompTIA A+, ITIL Foundations, or other relevant IT certifications
Experience supporting remote users or working in a multi‑location organization
Exposure to Active Directory, Office 365, VPN, and remote desktop tools
Basic knowledge of ITIL, ITSM frameworks, or MSP environments
Familiarity with Microsoft Intune, Azure Portal, or Entra ID
Work Environment
May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects
Position is 100% on‑site
Benefits
401(k) with matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
#J-18808-Ljbffr