Tailwind IT Helpdesk Technician Level 1 Remote · Full time

Apply for Helpdesk Technician Level 1

Job Title: Helpdesk Technician Level 1

Company: Tailwind IT

Location: Mesa, AZ

Job Type: Full-time

About Us: Tailwind IT is a leading IT Managed Service Provider dedicated to delivering innovative and reliable technology solutions to our clients. Our team of skilled professionals is committed to providing top-notch IT support and services to businesses of all sizes. We pride ourselves on our client-centric approach and our ability to adapt to the ever-changing technology landscape.

Job Summary: We are seeking a motivated and customer-oriented Helpdesk Technician Level 1 to join our dynamic team. As a Level 1 Technician, you will be the first point of contact for our clients, providing technical support and troubleshooting assistance. You will play a crucial role in ensuring the smooth operation of our clients' IT systems and delivering exceptional customer service.

Key Responsibilities:

• Provide first-level technical support to clients via phone, email, and remote desktop tools.
• Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner.
• Log and track all support requests in the ticketing system, ensuring accurate documentation of issues and resolutions.
• Escalate complex or unresolved issues to Level 2/3 technicians or appropriate teams.
• Assist with user account management, including password resets and access permissions.
• Install, configure, and update software and hardware as required.
• Educate clients on basic IT practices and provide guidance on software and hardware usage.
• Maintain a high level of customer satisfaction by providing prompt and professional support.
• Stay current with industry trends, technologies, and best practices.

Qualifications:

• High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.
• Minimum of 1 year of experience in a technical support or helpdesk role.
• Basic understanding of computer hardware, software, and networking concepts.
• Proficiency in using Windows and Mac operating systems.
• Familiarity with common office software (e.g., Microsoft Office Suite, email clients).
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a passion for helping others.
• Willingness to learn and adapt to new technologies and processes.

Preferred Qualifications:

• CompTIA A+, Network+, or similar certifications.
• Experience with IT service management (ITSM) tools and ticketing systems.
• Knowledge of remote support tools and techniques.
• Basic understanding of cybersecurity principles.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Supportive and collaborative work environment.
• Access to ongoing training and certification programs.
• Health, dental, and vision insurance.
• Paid time off and holidays.