Tier 1 IT Service Desk Technician

AirPro Diagnostics

. Answer inbound technical-support calls from external customers and internal employees .

Posted 9/21/2026full-timeJacksonville • Florida • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support, including troubleshooting hardware, software, and connectivity issues, while effectively communicating technical information to users. Proficient in using remote-access tools and providing user administration for Microsoft 365.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsMicrosoft 365 User AdministrationRemote-Access Tools ProficiencyCustomer-Service Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportTroubleshootingMicrosoft WindowsMicrosoft OfficeActive DirectoryComputer HardwareVoIP SupportTicketing System DocumentationRemote-Access ToolsDesktop Computer Support

Soft Skills

Customer-Service SkillsVerbal CommunicationWritten CommunicationActive ListeningProblem-Solving

Tools & Technologies

ConnectWise ControlTeamViewerTicketing SystemVoIP PhonesDiagnostic Tools

Industry Keywords

Call CenterHelp DeskCustomer ServiceTechnical InformationWorkstation Setup

Tech Stack

Tools & technologies

AssemblyVoIP

About the role

Key responsibilities & impact

Answer inbound technical-support calls from external customers and internal employees
Listen carefully, ask effective troubleshooting questions, and clearly communicate technical information
Diagnose and resolve hardware, software, connectivity, and user-access issues
Use remote-access tools such as ConnectWise Control and TeamViewer
Document support requests, troubleshooting steps, and resolutions in the ticketing system
Escalate advanced issues to System Administrators
Provide desktop computer support, including workstation setup, equipment moves, software installation, and troubleshooting
Support VoIP phones, including setup, provisioning, deployment, and troubleshooting
Perform tablet maintenance, imaging, updates, software installation, and troubleshooting
Provide limited Microsoft 365 user administration, including new-hire onboarding, email-group management, email-signature creation, password changes, and license assignments
Evaluate returned diagnostic tools for redeployment suitability
Collaborate with the manufacturing department on diagnostic-tool assembly and deployment
Perform other duties as assigned

Requirements

What you’ll need

Two or more years of experience providing telephone-based support in a call center, help desk, or customer-service environment
Strong customer-service skills and professional phone etiquette
Excellent verbal and written communication skills
Ability to remain patient, professional, and composed when assisting frustrated customers or employees
Strong active-listening, problem-solving, and troubleshooting skills
Ability to clearly explain technical information to nontechnical users
Basic knowledge of computer hardware and computer assembly
Experience supporting Microsoft Windows desktops and Microsoft Office applications
Experience supporting common office equipment and peripherals
Active Directory experience
Willingness to work a flexible eight-hour shift Monday through Friday between 7:00 a.m. and 7:00 p.m., with occasional overtime as needed
Degree in Computer Science, Information Technology, or a related field preferred but not required
Willingness to learn, a positive attitude, and the ability to work effectively as part of a team

Benefits

Comp & perks

Medical
Dental
Vision
Company Paid Life Insurance
Pet Insurance
Supplemental Insurance
PTO
Paid Holidays
Matching 401k