Desktop Support - Tier 1

Job Summary

The Tier 1 Deskside Support position serves as the first point of contact for end users who need technical assistance by phone or in person. This role troubleshoots and resolves basic hardware, software, mobile device, and system issues, provides clear guidance to users, documents support activity, and escalates unresolved matters to the appropriate support team. The position requires a customer-service mindset, strong communication skills, and on-site availability Monday through Friday in Millville, New Jersey.

Supervisory Responsibilities

• This position does not have direct supervisory responsibilities.
• May provide technical guidance and knowledge sharing to end users and staff.
• Performs other related duties as assigned.

Duties/Responsibilities

• Serve as the first point of contact for end users seeking technical assistance by phone or in person.
• Use diagnostic techniques and targeted questions to identify hardware, software, account, connectivity, and mobile device issues.
• Determine and implement the most appropriate solution based on the issue and information provided by the end user.
• Guide users through the problem-solving process using clear, customer-friendly instructions.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support personnel with complete and accurate documentation.
• Provide accurate information regarding IT products, services, and support processes.
• Record incidents, service requests, troubleshooting steps, and resolutions in the designated logs or ticketing system.
• Follow up with users and maintain current status and resolution information.
• Communicate customer feedback and suggestions to the appropriate internal team.
• Perform routine system maintenance and updates to support reliable performance.
• Provide technical guidance and support to end users and staff.
• Develop and maintain documentation for system configurations, support processes, and procedures.
• Participate in knowledge-sharing and training sessions to strengthen team capabilities.
• Collaborate with IntegraONE Tier 2 and Tier 3 support teams to resolve complex issues and implement solutions.