Helpdesk Technician (Tier 1)

Job Description

Job Description

Salary: $48,000

Position Overview

The Helpdesk Technician is the entry-level technical support position at Turnkey Computer Systems, Inc. This role provides frontline assistance to clients by resolving computer, network, and software issues through phone calls, remote sessions, chat, and email.

The ideal candidate is curious, coachable, organized, and customer-focused, with strong communication skills and a desire to grow in the IT field. This position builds the foundation for advancement into Field Technician, Project roles, Tier 2 support, and eventually engineering positions.

Key Responsibilities

Remote Technical Support & Troubleshooting

• Provide first-contact technical assistance via phone, email, Teams, and remote tools.
• Troubleshoot issues involving:
  • Windows 10/11
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Printers, scanners, and business peripherals
  • Internet connectivity, Wi-Fi, VPN, and basic networking
  • Antivirus alerts, MFA issues, password resets
  • Line-of-business applications (triage and vendor escalation)
• Follow standardized troubleshooting procedures and escalate when appropriate.

Ticket Documentation & Workflow Management

• Create complete, professional time entries in ConnectWise for every action taken.
• Keep tickets updated with accurate statuses, next steps, and user-facing communication.
• Document all troubleshooting steps, test results, and final resolutions.
• Follow company policy for ticket movement, including hourly updates for in-progress tickets.
• Maintain SLA compliance for response and resolution times.

Customer Service & Communication

• Provide a friendly, confident, and professional experience on every interaction.
• Translate technical details into easy-to-understand language.
• Set expectations clearly and follow through on commitments.
• Maintain calmness and professionalism, even with frustrated users.

Service Awareness & Team Coordination

• Maintain awareness of overall helpdesk activity, including hot issues, SLA risks, and escalations.
• Monitor internal communication channels to stay informed about ongoing incidents or outages.
• Coordinate with teammates to ensure tickets do not become stale or unaddressed.
• Understand the ticket lifecycle and when to escalate issues.

Required Skills & Qualifications

Technical Skills

• Intermediate knowledge of Windows operating systems.
• General understanding of networks (IP addresses, Wi-Fi, DNS, DHCP).
• Familiarity with Microsoft 365 applications.
• Ability to learn remote support tools and RMM platforms.
• Curiosity and strong desire to build a career in IT.

Professional Skills

• Excellent communication skills (written and verbal).
• Strong organizational and time-management abilities.
• Ability to multitask while maintaining accuracy.
• Professionalism in customer interactions.
• Coachable attitude and willingness to learn.

Phone System Proficiency (Required)

• Mastery of Turnkeys phone system including park, hold, transfer, pickup, and voicemail.
• Ability to take accurate messages and convert calls into proper ConnectWise tickets.
• Consistently professional phone etiquette and responsiveness.
• Proper use of phone availability statuses and communication workflow.
• Ensures no call is mishandled, dropped, or left undocumented.
• Demonstrates efficient, confident phone usage as part of daily operations.

Performance Expectations

A successful Helpdesk Technician consistently:

• Documents 75%+ of work hours.
• Produces clear, complete ticket notes that meet company standards.
• Meets SLA expectations for response and resolution.
• Escalates appropriately and communicates proactively.
• Demonstrates noticeable growth in technical ability and troubleshooting confidence.
• Provides excellent, friendly, professional customer service.

Education & Experience

Preferred but not required:

• CompTIA A+ or similar certification
• Prior helpdesk or customer service experience
• Exposure to Microsoft 365 or Windows administration
• Experience in a professional office or technical environment

This is an excellent entry point for recent graduates, career changers, or anyone beginning their path in IT.

Physical & Work Requirements

• Primarily computer- and phone-based work.
• NOT A WORK FROM HOME POSITION - Candidate must report to work physically every day at 2303 Hoffman Drive, Effingham, IL.
• Occasional lifting of 2530 lbs for workstation hardware (rare).
• Must maintain a professional appearance and demeanor.
• Must be punctual, reliable, and responsive during business hours.

Why Work at Turnkey Computer Systems, Inc.?

• Clear career path with opportunities for advancement into Field Technician, Tier 2, Networking, Cybersecurity, and Engineering roles
• Supportive team environment focused on learning and mentorship
• Exposure to real-world IT, security, and business technologies
• Competitive compensation and benefits
• Family-owned business with a 25-year history of success