Tier 1 Service Desk Technician

Ignite IT is seeking a reliable and customer-focused Junior Service Desk Technician (Tier
1) to join our IT support team. This entry‑line 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.

• 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

• Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)
• 1‑3 years of experience in a technical support or help desk role
• Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware
• Familiarity with Service Now or other ticketing systems
• Strong communication, problem‑solving, and interpersonal skills
• Ability to prioritize and manage time effectively in a dynamic environment

• CompTIA A+, ITIL Foundations, or other relevant IT certifications
• Experience supporting remote users or working in a multi‑location organization
• Exposure to Active Directory, Office 365, VPN, and remote desktop tools
• Basic knowledge of ITIL, ITSM frameworks, or MSP environments
• Familiarity with Microsoft Intune, Azure Portal, or Entra 

• May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects
• Position is 100% on‑site

• 401(k) with matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance