IT Help Desk Tier 1

About Dex Imaging

Dex Imaging is a leading provider of document management and IT services nationwide, known for offering unbiased technology solutions aimed at delivering optimal tools for every client. With multiple offices across the United States and proprietary technological innovations, the company is rapidly expanding and seeks individuals eager to develop their careers alongside it.

Role Overview

The Tier 1 IT Helpdesk Agent will serve as the initial point of contact for both internal teams and managed IT clients, assisting with routine technology issues and ensuring swift resolutions. This role is ideal for those enthusiastic about problem-solving, getting acquainted with emerging technologies, and supporting users to resume work efficiently.

Key Responsibilities

• Provide frontline IT support via telephone, email, and helpdesk ticketing systems.
• Diagnose and troubleshoot hardware, software, and networking problems through effective questioning and diagnostic tools.
• Assist with audiovisual setups in conference rooms to facilitate smooth meetings.
• Maintain timely ticket resolution, aiming to close issues within 24 to 48 hours.
• Support user connectivity needs including networks, VPNs, and wired internet connections.
• Install, update, and manage software and hardware devices as needed.
• Adhere to security protocols, document processes, and follow IT best practices.
• Collaborate on other team projects when required.

Candidate Profile

• Excellent communication skills capable of explaining technology clearly and accessibly.
• Open and adaptable mindset with eagerness to learn new tools and systems.
• Strong organizational skills to handle multiple tasks simultaneously.
• Effective problem-solving and decision-making abilities.
• Comfortable operating independently as well as contributing to a team environment.
• Fundamental technical troubleshooting knowledge and a motivation to expand technical skills.

Preferred Qualifications

• High school diploma or GED (mandatory).
• Technical education background or at least two years of experience in IT helpdesk support.
• CompTIA A+ certification is a plus.
• Familiarity with Windows, macOS, Google Workspace, and Microsoft 365 environments.
• Experience working with Mac and PC hardware, printers, scanners, and mobile devices.
• Knowledge of endpoint security tools or desktop protection software.

Benefits and Perks

• Accrual of paid time off begins after 90 days of employment.
• Eligibility for health benefits and 401(k) enrollment starts after 60 days.
• Comprehensive coverage options including medical, dental, vision, and life insurance.
• Paid holidays.
• A supportive workplace culture that encourages learning and career advancement.

Equal Employment Opportunity

Dex Imaging is an equal opportunity employer committed to diversity and inclusion. They strictly prohibit discrimination based on race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other category protected under federal, state, or local laws. The company actively promotes affirmative action for minorities, women, disabled individuals, and veterans.