IT Helpdesk Technician Level I

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Position Overview: TNT Crane & Rigging is seeking a dedicated and customer-oriented IT Helpdesk Support Technician I to join our growing IT team. This role is responsible for providing first-level support to end users across the organization by troubleshooting hardware and software issues, maintaining IT systems, and contributing to ongoing infrastructure improvements. The ideal candidate will possess a strong technical foundation, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

• Respond to customer inquiries via phone, email, voicemail, and instant messaging.
• Deliver courteous and accurate technical support to end users.
• Troubleshoot basic hardware and software issues, including desktop computers and enterprise applications.
• Collaborate with other IT support technicians to resolve application-specific problems.
• Document and create knowledge base articles, setup procedures, and troubleshooting guides.
• Install, configure, maintain, and relocate hardware and software components.
• Resolve Level 1 incidents and escalate more complex issues to appropriate teams (Level 2/3, vendors, or network admins).
• Track and manage all issues through the ticketing system ensuring timely resolution.
• Follow established Standard Operating Procedures (SOPs) and helpdesk guidelines.
• Perform user account provisioning via Active Directory and Office 365.
• Prioritize helpdesk tickets based on urgency and impact.
• Support and troubleshoot iPhone, Android, and Samsung tablet devices.
• Work with Windows 10, 11, VOIP systems, and various IT tools.

Technical Skills & Experience

• 1+ year of helpdesk or customer service experience in a technical support environment.
• Experience with ITSM ticketing systems (e.g., Freshservice).
• Working knowledge of Active Directory and Office 365 administration.
• Proficient in troubleshooting workstations, mobile devices, and basic networking.
• Understanding of common software platforms and remote access tools.
• Experience with Mobile Device Management Systems (e.g., MaaS360)
• Familiarity with VOIP systems and general telecommunication setup.
• Excellent analytical and problem-solving skills.
• Strong communication and customer service abilities.

Preferred Skills

• Familiarity with ITIL principles and service desk SLAs.
• Basic understanding of IT metrics and helpdesk performance indicators.
• Exposure to system imaging, workstation installations, and endpoint management tools.

Education & Certifications

• Preferred: Associate degree in Computer Science or related field.
• Preferred: Certifications such as CompTIA A+,Microsoft Certified IT Professional (MCITP).

Working Conditions:

• Office-based with occasional support at field locations.
• Ability to work independently or as part of a team in a dynamic, fast-paced environment.

Visa Sponsorship:

• Please note that TNT Crane & Rigging is not sponsoring visas for this position at the current time. Applicants must have authorization to work in the United States