Job Description

Position Title: Help Desk Tier I Technician
Company: Telvista
Location: Remote or On-site (as applicable)
Schedule: 1st Shift | 2nd Shift | 3rd Shift
Compensation: $17.00–$19.00 per hour

Position Overview:

Telvista is seeking a motivated and customer-focused Help Desk Tier I Technician to join our IT Support team. The ideal candidate will be passionate about technology and eager to help users resolve technical issues efficiently and professionally. As the first point of contact for support requests, you will provide front-line troubleshooting, escalate complex issues, and deliver an outstanding customer experience.

This role is perfect for individuals looking to grow their IT careers in a fast-paced, service-oriented environment.

Key Responsibilities:

• Serve as the first point of contact for internal and external users seeking technical assistance.
• Provide remote and on-site support for hardware, software, and network issues.
• Diagnose and troubleshoot issues related to desktops, laptops, printers, mobile devices, and applications.
• Create, track, and update tickets in the help desk system ensuring timely resolution and accurate documentation.
• Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
• Escalate complex problems to Tier II or specialized support teams as needed.
• Assist with password resets, system access requests, and software installations.
• Maintain up-to-date knowledge of company systems, standard operating procedures, and IT best practices.
• Support the onboarding process by preparing and configuring new user devices.
• Deliver excellent customer service and communication , both written and verbal.

Qualifications

Qualifications:

• 2-3 years of IT support or Help Desk experience preferred.
• Strong understanding of Windows and macOS operating systems.
• Basic knowledge of Active Directory, Office 365, and networking fundamentals (TCP/IP, DNS, VPN, etc.).
• Experience with ticketing systems (such as ServiceNow, Zendesk, or Jira).
• Familiarity with remote desktop tools and troubleshooting methodologies.
• Excellent problem-solving, time management, and documentation skills.
• Strong customer service orientation with a positive and professional attitude.
• High School Diploma or GED required; Associate’s degree or technical certification (CompTIA A+, Network+, or similar) preferred.
• Must successfully pass a background check prior to employment.
• Availability to work 1st, 2nd, or 3rd shift , including weekends or holidays as needed.

Preferred Attributes:

• Experience supporting a call center or enterprise environment.
• Ability to multitask and handle multiple support requests simultaneously.
• Strong interpersonal skills and a proactive approach to resolving issues.
• Eagerness to learn and advance within the IT field.

Join Telvista’s IT Support team today! Grow your technical skills, provide top-notch support, and become part of a team that values lea

Additional Information

Pay:

• $17.00hr-$19.00hr

Job Type: Full-time

Expected hours: 40.00 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Telvista is an Equal Opportunity Employer

Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.