Techlocity | IT Helpdesk Technician

4 weeks ago

indianapolis, United States Techlocity Full time

Job Posting: Tier 1 Helpdesk Agent

Location: Hybrid Remote (Indianapolis, IN)

Company: Techlocity

Shift: Monday-Friday, 10:00 AM - 6:00 PM

Pay Rate: $20-$24/hour

Company Description

Techlocity, located in Indianapolis, IN, is a professional IT firm specializing in Managed Services, Service Desk, Technology Consulting, Cloud Solutions, IT Infrastructure, and VoIP. With a focus on prevention, we aim to address issues before they disrupt business operations. Our "Always On" support team is available 24/7/365 to assist clients and ensure seamless IT operations.

Position Overview

As a Tier 1 Helpdesk Agent, you'll be the first point of contact for clients seeking technical assistance. You’ll provide exceptional customer service, troubleshoot common IT issues, and escalate complex problems to higher-tier technicians. This hybrid role offers the flexibility of remote work three days per week, with in-office collaboration twice a week.

Key Responsibilities
  • Respond to inbound support requests via phone, email, or ticketing system in a professional and timely manner.
  • Perform routine tasks such as password resets, VPN troubleshooting, and email configuration, including Microsoft Outlook.
  • Diagnose and resolve issues with printers, basic networking (e.g., connectivity, Wi-Fi), and peripheral devices.
  • Troubleshoot and support end-user hardware, software, and operating system issues for Windows and macOS.
  • Document incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
  • Assist with basic Active Directory tasks such as user account management.
  • Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams while maintaining ownership until resolved.
  • Educate clients on IT best practices and provide guidance on self-service solutions.
Qualifications
  • Previous helpdesk or IT support experience is required.
  • Strong technical aptitude and familiarity with Windows, macOS, Microsoft 365, and basic networking concepts.
  • Experience with troubleshooting VPNs, email platforms (e.g., Microsoft Outlook), printers, and hardware peripherals.
  • Exceptional problem-solving and troubleshooting skills.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
What We Offer
  • Competitive hourly pay: $20-$24/hour, based on experience.
  • Comprehensive benefits package, including health, dental, and vision insurance.
  • 401(k) retirement plan with company match.
  • Opportunities for professional growth and development.
  • Collaborative and supportive work environment.
Application Process

If you’re passionate about technology and love helping others solve problems, we’d love to hear from you Apply today and join the Techlocity team.

Techlocity is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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