Tier 1 Help Desk Technician

2 months ago

La Vergne, United States Homeland Full time

Job Summary

Homeland is a leading provider of IT Staffing and Solutions. We are committed to delivering exceptional IT solutions and support to our clients. We are seeking a dedicated and skilled Tier 1 Help Desk Technician with network and security experience to join our client's team to help ensure that their clients receive top-notch support and service.

As a Tier 1 Help Desk Technician with network and security experience, you will be the first point of contact for clients seeking technical support. You will provide assistance with a range of IT issues, including network connectivity, security concerns, and general technical support. This role requires strong problem-solving skills, a solid understanding of networking concepts, and familiarity with security best practices.

Responsibilities

  • Technical Support: Provide first-line support for a variety of technical issues, including hardware, software, network connectivity, and security concerns Troubleshoot and resolve issues through remote tools, phone, or email communication
  • Network Troubleshooting: Diagnose and resolve basic network issues, such as connectivity problems, IP conflicts, and router/switch configuration issues Assist in monitoring network performance and addressing alerts as needed
  • Security Assistance: Assist in managing and maintaining security protocols, including user access controls, antivirus software, and firewall configurations Report and escalate potential security threats to the appropriate team
  • Ticket Management: Create and manage support tickets using the company's ticketing system Ensure all issues are documented, tracked, and resolved in a timely manner
  • Customer Service: Provide excellent customer service by communicating clearly, listening to clients' concerns, and providing effective solutions Follow up with clients to ensure satisfaction and resolution of issues
  • Knowledge Base: Contribute to the development and maintenance of the internal knowledge base by documenting common issues and solutions, troubleshooting steps, and best practices
  • Collaboration: Work closely with other IT team members and departments to resolve complex issues and support ongoing projects Participate in team meetings and contribute to process improvements

Requirements

  • Education: Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience
  • Experience: Minimum of 1-2 years of experience in a help desk or technical support role, with a focus on network and security
  • Technical Skills:

-Strong understanding of network fundamentals, including TCP/IP, DNS, DHCP, and VPN

-Familiarity with network devices such as routers, switches, and firewalls

-Basic knowledge of security principles, including access controls, antivirus, and firewall configurations

  • Proficiency in troubleshooting operating systems (Windows, macOS) and common software applications
  • Certifications: Relevant certifications such as CompTIA Network+, CompTIA Security+, or equivalent are preferred but not required
  • Soft Skills: Excellent communication and interpersonal skills Strong problem-solving abilities and a customer-oriented approach

Summary

Apply today

EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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