New Help Desk Technician (Tier 1)

We are seeking a reliable, tech-savvy, and customer-focused Tier 1 Service Desk Technician to join our IT team. This position is responsible for providing first-level support for end-user IT issues, including hardware, software, and basic networking problems. The role requires a hands-on approach to assisting employees with day-to-day technical issues and setups. You’re welcome to work remotely in the USA. Serve as the first point of contact for users seeking technical assistance in person, messaging, ticket, or email. Log, categorize, and prioritize all incoming support requests in the IT ticketing system. Analyze, troubleshoot, resolve and document a broad scope of hardware, software, and peripheral issues (e.g., printers, monitors, network). Assist with user account creation, password resets, and access permissions in Active Directory and other enterprise systems. Install, configure, and maintain desktop/laptop computers, mobile devices, and software applications. Escalate complex or unresolved issues to Tier 2/3 support in a timely manner. Maintain and update asset inventory records. Facilitate and support seamless onboarding and off-boarding processes, including workstation setup, re-imaging and return. Follow standard procedures for proper escalation and ticket closure. Provide excellent customer service by ensuring timely and clear communication with end users. Extensively document actions taken and suggested resolutions in detail. Actively contribute to IT knowledge base. Assist with regular IT maintenance tasks, such as software updates and hardware checks (for both user endpoints and office infrastructure). Ensure compliance with company IT policies and procedures. We’re growing and expanding our products every day. If you’re up to the challenge and are excited about AI and ML as much as we are, join us!