Helpdesk Technician (Level 1 Support)

Job Title: Level 1 Helpdesk Technician / Dispatcher
Location: Remote (Denver or Colorado Springs area preferred)
Employment Type: Full-Time
On-Site Requirements: Minimal; occasional visits to client sites in the Denver or Colorado Springs area as needed.

About the Role

We are seeking a motivated and detail-oriented Level 1 Helpdesk Technician / Dispatcher to join our growing IT support team. This is a front-line role responsible for handling incoming support tickets providing initial triage and resolution when possible and escalating to senior technicians as needed.

The ideal candidate will have a strong technical aptitude excellent organizational skills and the ability to communicate clearly and professionally with both clients and internal team members. This is a great opportunity for someone early in their IT career looking to grow in a fast-paced client-focused environment.

Key Responsibilities

• Serve as the first point of contact for incoming IT support requests via phone email and ticketing system

• Triage and troubleshoot basic hardware software and network issues

• Accurately document and categorize issues within the ticketing system

• Resolve Level 1 support issues independently when possible

• Escalate more complex or unresolved tickets to appropriate Level 2/3 team members

• Communicate clearly with clients providing status updates and next steps

• Coordinate schedules and dispatch field technicians when on-site support is required

• Maintain strong documentation and follow standard operating procedures

• Assist with tracking assets updates and system changes as needed

Qualifications

• 1 years of experience in IT support helpdesk or a similar technical support role (internships and part-time work count!)

• Strong understanding of Windows OS basic networking concepts and common business applications

• Familiarity with remote support tools ticketing systems and Microsoft 365 a plus

• Exceptional organizational skills - able to manage multiple tickets and tasks simultaneously

• Clear and professional verbal and written communication skills

• Comfortable working independently in a remote setting with minimal supervision

• Based in or near the Denver or Colorado Springs area for occasional on-site work

Preferred Skills (Not Required)

• Experience in a Managed Service Provider (MSP) environment

• Familiarity with RMM tools basic scripting or remote monitoring platforms

• IT certifications (CompTIA A Network etc.)