Tier I Help Desk Support Specialist

Tier I Help Desk Support Specialist

We're looking for a Tier I Help Desk Support Specialist to be the first point of contact for our end users. In this role, you'll provide front-line technical support, resolve daily IT issues, and ensure our team members have the tools and technology they need to succeed. If you have a passion for customer service, problem-solving, and IT support, this role offers an excellent opportunity to grow your career in a collaborative environment.

What You'll Do:

• Provide Tier I technical support for hardware, software, and connectivity issues
• Communicate clearly and consistently to ensure a positive user experience
• Troubleshoot and escalate more complex issues to Tier II support when necessary
• Document all technical support incidents and identify recurring issue trends
• Create knowledge base articles to improve user self-service and reduce ticket turnaround time
• Assist with IT asset management, including inventory tracking and equipment deployment
• Build and configure laptops/desktops for new users, resolving setup issues and providing hands-on support

What We're Looking For:

• Associate's degree or equivalent relevant work experience
• Minimum 2 years of IT support or help desk experience
• Strong troubleshooting, analytical, and documentation skills
• Demonstrated knowledge of current computer hardware and software
• Experience imaging/configuring laptops/desktops and deploying operating systems
• Working knowledge of Windows 10/11, Microsoft 365, Teams, and Azure Active Directory
• Familiarity with ticketing systems (Freshservice a plus)
• Experience with VoIP-based phone systems (Teams Phone a plus)
• Excellent customer service, communication, and time management skills
• Background in healthcare IT is desirable

Physical & Location Requirements:

• Position requires the ability to work onsite in Holyoke, Massachusetts, 2–3 days per week
• Ability to lift up to 40 pounds and transport IT equipment
• Visual and manual dexterity to manage computer hardware and systems daily
• Travel to remote sites may be required at times at the discretion of leadership

Why Join Us?

• Hybrid work schedule – flexibility with 2–3 days onsite per week
• Competitive salary and comprehensive benefits package
• Generous PTO, floating holiday, and paid company holidays
• Medical, dental, and vision coverage + 401(k) with company match
• Company-paid life and disability insurance