Tier 1 Help Desk Engineer

This position is posted by Jobgether on behalf of Magna5. We are currently looking for a Tier 1 Help Desk Engineer in United States.

We’re looking for a proactive and customer-focused Tier 1 Help Desk Engineer to join a collaborative and fast-paced IT environment. In this hybrid role (based in or near Albany, NY), you’ll be the first point of contact for clients experiencing technical issues—providing timely support through phone, email, and ticketing systems. You’ll troubleshoot basic IT problems, escalate complex cases, and ensure clients receive high-quality service with professionalism and empathy. This role is ideal for someone who enjoys solving problems, staying organized, and growing in a technical support career.

Accountabilities:

• Serve as the first line of technical support for clients via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and basic network issues for desktops, laptops, printers, and mobile devices.
• Handle user account tasks such as password resets and account unlocks using Active Directory and Office 365.
• Accurately document all support activities in the service management system.
• Escalate unresolved or complex issues to Tier 2/3 support teams as needed.
• Communicate effectively with clients to provide updates and confirm resolution of issues.
• Participate in ongoing training to stay current with evolving technologies and internal processes.
• Deliver excellent customer service and maintain a high level of client satisfaction through professional and empathetic communication.

• Minimum of 2 years of experience in IT support, help desk, or a customer service role (MSP experience preferred).
• Familiarity with PSA and RMM tools.
• Foundational knowledge of Windows and macOS environments.
• Experience with Microsoft 365, Active Directory, and common business applications.
• Basic understanding of networking fundamentals such as TCP/IP, DNS, and DHCP.
• Strong communication skills and the ability to troubleshoot effectively.
• Proven ability to multitask and perform well in a high-paced support environment.
• High school diploma or equivalent required; certifications like CompTIA A+, Network+, or Microsoft beginner certifications are preferred.
• Candidates with multiple relevant certifications will be given priority consideration.

• Competitive salary: $55,000 – $65,000 annually.
• Bonus potential based on individual and company performance.
• Flexible medical, dental, and vision insurance plans.
• 401(k) plan with employer match.
• Tailored life and disability insurance options.
• Paid time off, paid holidays, and floating holidays.
• Full reimbursement for approved certifications and professional development.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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