Tier 1 Helpdesk Technician

Key Responsibilities

Client Support & Issue Resolution

• Serve as the first point of contact via phone, email, and Professional Services Automation (PSA) ticketing system
• Troubleshoot and resolve Tier 1 issues across devices, users, and connectivity
• Escalate unresolved or complex issues to Tier 2 technicians

Professional Services Automation (PSA) & Ticket Management

• Accurately create, update, and manage tickets in the PSA system
• Maintain detailed notes, work logs, and next steps
• Track time and expenses in accordance with company policy

Communication & Coordination

• Communicate clearly with clients, team members, and other departments
• Provide timely updates on ticket status, scheduling, and progress
• Collaborate with Service Coordinators, Sales, and Management as needed

Documentation & Continuous Improvement

• Maintain accurate client documentation
• Contribute to internal knowledge base (SOPs, how-to guides)
• Stay current with evolving technologies and best practices

Professionalism & Operations

• Represent TeleCom professionally in all interactions
• Follow company policies, including vehicle usage when applicable
• Maintain an organized and systematic approach to daily work

Skills Required

Communication & Customer Presence

• Able to communicate clearly and professionally with clients and teammates
• Comfortable explaining technical issues in a way non-technical users understand
• Follows through and keeps people informed—no one is left guessing

Troubleshooting & Critical Thinking

• Approaches problems with a logical, step-by-step mindset
• Able to research, test, and resolve issues independently when appropriate
• Knows when to escalate—and does so with clear documentation

Organization & Ticket Discipline

• Keeps tickets clean, updated, and well-documented in the PSA system
• Manages multiple tasks and priorities without letting things fall through the cracks
• Maintains strong attention to detail in notes, documentation, and follow-up

Ownership & Accountability

• Takes responsibility for assigned work from start to finish
• Shows up prepared, follows through, and meets expectations
• Takes initiative instead of waiting to be told what to do

Teamwork & Adaptability

• Works well within a team environment and supports others when needed
• Open to feedback, coaching, and new ways of doing things
• Adapts quickly as priorities, tools, and technologies evolve

Technical Curiosity & Growth Mindset

• Has a genuine interest in technology and how things work
• Willing to learn new systems, tools, and solutions
• Takes advantage of opportunities to grow skills and advance

Qualifications

We’re willing to train the right person who demonstrates strong communication, problem-solving ability, and a willingness to learn.

Required

• Strong communication skills and ability to work directly with clients
• Basic understanding of IT systems, including computers, networks, and common business applications
• Logical and systematic troubleshooting ability
• Ability to stay organized and manage multiple tasks in a fast-paced environment
• Valid driver’s license and reliable transportation
• Ability to pass a background check

Preferred

• Previous experience in an IT support or helpdesk role
• Familiarity with MSP environments and ticketing (PSA) systems
• Experience supporting Microsoft 365 (Outlook, Teams, user management, etc.)
• Exposure to networking concepts (IP addressing, connectivity, basic troubleshooting)

Nice to Have (But Not Required)

• Technical certifications (CompTIA A+, Network+, Microsoft, etc.)
• Degree in IT, Computer Science, or related field
• Experience with remote support tools and RMM platforms
• Experience working in client-facing or service-based environments

Work Environment

• Primarily based out of our Hallam, PA office
• Majority of work is performed remotely using support tools and ticketing systems
• Standard schedule: Monday–Friday, 8:00 AM – 5:00 PM
• Occasional after-hours support may be required based on client needs

Client Interaction

• Daily interaction with clients via phone, email, and remote support sessions
• Occasional on-site visits may be required for basic support or project assistance (not a primary function of the role)

Work Setting

• Office and computer-based work environment
• Use of multiple systems including PSA (ticketing), remote support tools, and communication platforms
• Fast-paced environment with multiple active requests and shifting priorities

Physical Requirements

• Primarily seated or desk-based work
• Occasional lifting of light equipment (typically under 25 lbs)
• No routine requirement for ladders, lifts, or construction-type environments

Job Type: Full-time

Benefits:

• Simple IRA
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Hallam, PA 17406 (Required)

Work Location:

• In person

About: 

TeleCom Business Solutions, Inc., established in 1992 and headquartered in Hallam, PA, has been a trusted technology solutions provider for over 31 years. Specializing in low voltage cabling, telephone systems, camera systems, paging systems, unified communications, and IT/MSP services, our operations are grounded in the strategic framework of the Entrepreneurial Operating System (EOS) ensuring a clear vision of our trajectory, a well-defined plan to achieve our goals, and a commitment to maintaining a healthy organizational culture. Join our dynamic team as we uphold a legacy of excellence and innovation in the rapidly evolving tech landscape, guided by the clarity and discipline of EOS.