Help Desk Technician (Tier 1)
$41,600–$47,840 year
On-site · Toledo, Ohio, United States
Job Summary
entry-level Help Desk Technician responsible for triaging and resolving IT service tickets, supporting users, and maintaining clear communication in a fast-paced environment. Primary duties include monitoring the service desk for new tickets, triaging issues for the team, resolving issues to partner satisfaction, escalating tickets when needed, splitting multi-issue tickets into individual items, configuring and updating workstations, performing Active Directory and Microsoft 365 tasks, and documenting CNWR procedures. The role emphasizes a partner-first attitude, customer-focused metrics (First Touch Ticket Closures, CSAT, SLA adherence), and ongoing alignment with CNWR core values.
Required Qualifications
- Proficiency in Microsoft Office Suite
- 1–3 years of experience in IT services
- Basic comprehension of computer networking
- Experience with a ticketing platform
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