Description

Tier 1 Tech Support

Company: Connectuscorp
Employment Type: Full-Time

$23 - 25 an hour.

Position Overview

Connectus Corp is seeking a customer-focused Tier 1 Tech Support professional to serve as a first point of contact for end users requiring technical assistance. This role is responsible for providing responsive phone-based support, diagnosing common technical issues, and guiding users through effective troubleshooting and resolution.

The ideal candidate is a strong communicator with a service-oriented mindset, solid technical fundamentals, and the ability to troubleshoot issues efficiently while delivering a professional end-user experience.

Key Responsibilities

• Serve as a first point of contact for end-user technical support requests, with a strong focus on phone and call-based support.
• Troubleshoot and resolve common hardware, software, connectivity, application, and peripheral issues.
• Guide end users through step-by-step troubleshooting in a clear, patient, and professional manner.
• Provide support for common desktop and workplace technologies, including operating systems, productivity applications, email, printers, and network connectivity.
• Assist users with password resets, account access, basic permissions, and other common access-related issues.
• Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system.
• Prioritize and manage incoming support requests according to established service levels and escalation procedures.
• Escalate complex or unresolved issues to Tier 2 or other appropriate technical teams with complete documentation.
• Follow established support procedures, knowledge-base articles, and technical documentation.
• Identify recurring issues and contribute to improvements in support documentation and troubleshooting processes.
• Maintain a high standard of customer service throughout the support experience.

Qualifications

• 1–2 years of experience in a help desk, service desk, technical support, or end-user support environment preferred.
• Strong troubleshooting and analytical skills.
• Excellent verbal communication skills and confidence providing technical assistance over the phone.
• Ability to explain technical concepts to non-technical users.
• Familiarity with Windows environments, Microsoft 365, email, browsers, printers, and common business applications.
• Basic understanding of networking concepts, including Wi-Fi, TCP/IP, VPNs, and connectivity troubleshooting.
• Experience working with ticketing or IT service management systems is preferred.
• Ability to manage multiple requests while maintaining attention to detail and professionalism.
• Strong customer-service orientation and a commitment to timely issue resolution.

Preferred Qualifications

• Experience supporting users in a managed services, help desk, or high-volume support environment.
• Familiarity with remote support and remote desktop tools.
• Exposure to Microsoft Entra ID/Azure AD, Active Directory, or similar identity-management platforms.
• CompTIA A+, Network+, Microsoft, or other relevant technical certifications are a plus.

What Success Looks Like

Success in this role means providing fast, accurate, and professional support to end users, resolving Tier 1 issues whenever possible, documenting work thoroughly, and ensuring issues requiring additional expertise are escalated efficiently. The Tier 1 Tech Support professional plays an important role in maintaining both user productivity and confidence in Connectuscorp's support services.