IT Help Desk Support, Tier 1

Position Summary
The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users.
This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business.