Tier 1 Help Desk Lead

Job Description Job Description We are offering an exciting opportunity for a Tier 1 Help Desk Lead in the IT industry, located in Puyallup, Washington, United States. This role involves overseeing and managing our dedicated team, ensuring efficient processing of customer applications, and maintaining accurate customer records. Your role will also involve troubleshooting technical issues and ensuring the smooth operation of our customer service desk. Responsibilities: • Oversee the day-to-day operations of our Tier 1 team. • Ensure the accurate and efficient processing of customer credit applications. • Maintain up-to-date and accurate customer credit records. • Handle ticket assignments, performance evaluations, and identify coaching needs to pass on to senior management. • Possess a thorough understanding of Tier 1 job duties and processes to provide effective support. • Utilize knowledge of O365, Windows 10/11, TCP/IP, DNS, IP addressing, VPN, Wi-Fi for troubleshooting. • Understand and ensure adherence to the necessary steps before ticket escalation into the Tier 2 queue. • Maintain a sound understanding of the training processes that Tier 1 team members will undergo. • Use your skills in Active Directory, Computer Hardware, TCP/IP, DHCP DNS, VPN Technologies, Microsoft Office 365, Wi-Fi, and Tier 1 Support to ensure efficient operation of the help desk. Core Benefits: M/D/V: Can enroll on the 91st day of employment. Employee benefits are also 100% EMPLOYER paid. ST/LT/Disability Insurance Retirement Plan: Simple IRA with company match of 3% PTO/Holidays/Sick Time: 6 paid holidays all team members with the company under 1 year, gets 1-week paid vacation (not accrued, up front) and from their second year gets 2 weeks paid time off. They also have other leave types such as bereavement, etc. Must haves : A thorough understanding of the Tier 1 job duties and processes. O365, Windows 10/11, Active Directory, TCP/IP, DNS, IP addressing, VPN, Wi-Fi troubleshooting Sound understanding of the training that T1’s will undergo and need to be proficient in. A thorough understanding of how to oversee and manage a team. What must he/she measure daily? Have an in-depth understanding of how to assign tickets, evaluate performance, and determine coaching needs to pass on to senior management. An Understanding of what is expected before ticket escalation into T2 queue. A checklist of to-dos? Must have MSP experience Nice to haves : Experience with the Kaseya line of products like ConnectWise, IT Glue, Datto RMM, SaaS Alerts etc.

Location: Tacoma, NY, US

Posted Date: 4/17/2025