Helpdesk Level 1 Support

Summary

Join Q-Centrix's Help Desk Team as a Tier 1 Help Desk Technician, providing first-line technical support to partners and internal teams. You will address basic issues and service requests via phone and electronic tickets, troubleshooting problems and escalating complex issues to higher tiers. The role requires basic technical knowledge, experience with Office applications, cloud and remote desktop technologies, and ticketing systems. Flexible availability for occasional evening and weekend shifts is expected. Q-Centrix offers a remote work environment, generous paid time off, and a robust benefits package including medical, dental, vision, and retirement plan. Opportunities for professional development are also available. The role offers a competitive hourly rate and a supportive work environment.

Requirements

• Basic technical knowledge; typically requires scripts or predefined solutions to address common issues
• Experience with Office applications
• Experience with Cloud and Remote Desktop technologies
• Experience with ticketing systems

Responsibilities

• Address simple, common problems, answer general inquiries, access provisioning requests, and provide basic troubleshooting. Examples include password resets, software installation questions, and general product usage guidance
• Will escalate more complex issues to Tier 2 or Tier 3 if they cannot be resolved in a timely manner
• Address end-user issues in a professional, courteous, and collaborative manner
• Flexible Availability expected – potential to work occasional evening and weekend shifts

Preferred Qualifications

Inbound phone support in a Customer Service role

Benefits

• Remote work environment and a generous Paid Time Off program with additional paid time for volunteering
• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents
• 401(k) retirement plan with a company match
• Opportunities for professional development