Helpdesk Support Specialist - Tier 1

Hanover Research is seeking a Tier 1 Helpdesk Support Specialist who will provide support to end users throughout the organization. Reporting to the IT Systems and Support Manager, this role will serve as a first point of contact for all IT-related helpdesk inquiries. This role will perform basic IT helpdesk responsibilities that are well documented, such as new user creation in multiple IT and Enterprise Application systems, coordinating equipment shipments with employees, and basic troubleshooting. This is an excellent opportunity for individuals looking to start a career in IT, with training and documentation provided to support professional growth. 

Responsibilities 

• Initial contact: Serve as the first point of contact for users reporting technical problems through help desk tickets. 

• Basic troubleshooting: Diagnose and resolve common hardware, software, and network issues, such as password resets, software installations, Single Sign On, and connectivity problems. 

• User guidance: Guide end-users through basic troubleshooting steps and solutions. 

• Escalation: Recognize when an issue is beyond their scope and escalate it to Tier 2 support, other specialized teams, or convert to a change request “CR”. 

• ITSM System Hygiene: Review tickets and CRs on a regular basis to ensure things are closed out in a timely manner. 

• Documentation: Document all issues, troubleshooting steps, and resolutions in a ticketing system. 

• Customer service: Maintain strong customer service skills to ensure a positive user experience. 

• Enterprise Cloud Applications: Assist with user setup, password resets, basic training, and other tier 1 responsibilities for Enterprise Applications such as Salesforce, Workday, FreshService, DocuSign, etc. 

• End user hardware lifecycle management: Arrange shipping and tracking of new and replacement user laptops, securely wipe laptop data. 

Qualifications 

• High school degree required 
• Associate’s degree in IT or related field or 2 years' experience in a similar role preferred. 
• Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications 
• Familiarity with cloud-based platforms such as Microsoft 365, Google Workspace, or Salesforce (training provided) 
• Strong verbal and written communication skills 
• Excellent customer service and interpersonal skills 
• Ability to follow written documentation and standard operating procedures 
• Willingness to learn and adapt in a fast-paced environment 
• Ability to prioritize and manage multiple tasks with attention to detail 
• Ability to work independently and as part of a team 
• Interest in pursuing a career in IT support, systems administration, or Enterprise Cloud Applications Administration or Development