Tier 1 Service Desk Technician

Junior Service Desk Technician (Tier 1)

Ignite IT is seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry-level role provides first-line technical support to end-users, assisting with hardware, software, network, and other IT-related issues. The ideal candidate will have 1–3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem-solving in a fast-paced environment.

Key Responsibilities

• Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
• Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols
• Document all support interactions in the ticketing system with clear, accurate, and timely updates
• Assist in user account creation, password resets, and access management in Active Directory and other platforms
• Help end users with troubleshooting VPN connections such as Zscaler
• Follow standard operating procedures for common support requests and troubleshooting
• Share new issues and solutions in the knowledge base to support team learning
• Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
• Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery