[Remote] IT Help Desk Technician (Tier 1)
Note: The job is a remote job and is open to candidates in USA. Beringer Technology Group is seeking a motivated Help Desk Technician (Tier 1) with 1–3 years of IT support experience, preferably within a Managed Services Provider (MSP) environment. The role involves being the first point of contact for technical support requests, resolving common issues, and delivering excellent customer service while escalating more complex incidents as needed.
Responsibilities
- Serve as the first point of contact for support requests via phone, email, and ticketing system
- Troubleshoot and resolve Tier 1 issues related to desktops, laptops, mobile devices, and applications
- Provide remote and occasional on-site support to internal users and clients (primarily remote)
- Escalate complex issues to Tier 2 following established procedures
- Maintain accurate ticket documentation, including troubleshooting steps and resolutions
- Participate in live call queues and assist customers in real time
- Collaborate with team members and share knowledge when needed
Skills
- Associate or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- 1–3 years of professional IT support experience; MSP experience strongly preferred
- Familiarity with ticketing systems and customer support workflows
- Strong communication skills with a client-focused approach
- Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft certifications) are a plus
- Troubleshoot basic networking and connectivity issues for workstations and peripherals
- Support Windows 10/11 environments, including login issues and application troubleshooting
- Perform basic Windows Server tasks (user access, shared resources)
- Assist with Microsoft 365 administration (Entra ID password resets, Exchange setup, OneDrive, SharePoint, Teams)
- Handle routine administrative tasks (password resets, group changes, file share access)
Benefits
- Certification training provided; technicians are expected to obtain certifications regularly
- Participation in after-hours support and on-call rotation after 90 days
Company Overview