Jobgether
Tier 1 Help Desk Engineer
We are currently looking for a Tier 1 Help Desk Engineer in United States. We're looking for a proactive and customer-focused Tier 1 Help Desk Engineer to join a collaborative and fast-paced IT environment. In this hybrid role (based in or near Albany, NY), you'll be the first point of contact for clients experiencing technical issuesproviding timely support through phone, email, and ticketing systems. You'll troubleshoot basic IT problems, escalate complex cases, and ensure clients receive high-quality service with professionalism and empathy. This role is ideal for someone who enjoys solving problems, staying organized, and growing in a technical support career. Accountabilities: Serve as the first line of technical support for clients via phone, email, and ticketing systems. Troubleshoot hardware, software, and basic network issues for desktops, laptops, printers, and mobile devices. Handle user account tasks such as password resets and account unlocks using Active Directory and Office 365. Accurately document all support activities in the service management system. Escalate unresolved or complex issues to Tier 2/3 support teams as needed. Communicate effectively with clients to provide updates and confirm resolution of issues. Participate in ongoing training to stay current with evolving technologies and internal processes. Deliver excellent customer service and maintain a high level of client satisfaction through professional and empathetic communication.
We are currently looking for a Tier 1 Help Desk Engineer in United States. We're looking for a proactive and customer-focused Tier 1 Help Desk Engineer to join a collaborative and fast-paced IT environment. In this hybrid role (based in or near Albany, NY), you'll be the first point of contact for clients experiencing technical issuesproviding timely support through phone, email, and ticketing systems. You'll troubleshoot basic IT problems, escalate complex cases, and ensure clients receive high-quality service with professionalism and empathy. This role is ideal for someone who enjoys solving problems, staying organized, and growing in a technical support career. Accountabilities: Serve as the first line of technical support for clients via phone, email, and ticketing systems. Troubleshoot hardware, software, and basic network issues for desktops, laptops, printers, and mobile devices. Handle user account tasks such as password resets and account unlocks using Active Directory and Office 365. Accurately document all support activities in the service management system. Escalate unresolved or complex issues to Tier 2/3 support teams as needed. Communicate effectively with clients to provide updates and confirm resolution of issues. Participate in ongoing training to stay current with evolving technologies and internal processes. Deliver excellent customer service and maintain a high level of client satisfaction through professional and empathetic communication.