What are the responsibilities and job description for the Help Desk Support Specialist-Tier 1 position at Momentum Textiles, LLC?
Momentum is the industry's largest commercial textiles and wallcoverings supplier with the most comprehensive selection. Our design philosophy, culture and business practices all drive our commitment to sustainability and core values of bettering the world around us. Please visit our website at www.momentumtextilesandwalls.com for more information about our company.
The Tier 1 Help Desk Support Specialist plays a vital role in maintaining operational efficiency by serving as the primary contact for technical support within the organization. This position is responsible for addressing basic IT issues, ensuring prompt resolutions, and escalating complex problems when necessary. With strong troubleshooting, communication, and customer service skills, the Tier 1 Help Desk Support Specialist contributes to a seamless technology experience for all employees.
Key Responsibilities:
General:
- Customer-focused mindset with a commitment to delivering high-quality service.
- Strong organizational and time-management skills.
- Ability to work collaboratively with team members and independently when needed.
- Adaptability to evolving technology and processes.
- Maintain security / best practices
Technical Support:
- Respond to and resolve technical support requests via phone, email, and ticketing system.
- Diagnose and troubleshoot hardware, software, and network connectivity issues.
- Escalate unresolved or complex problems to Tier 2 or higher-level support.
- Ensure timely resolution of tickets in alignment with established SLAs.
User Assistance:
- Assist with user account setup, password resets, and break/fix requests.
- Guide employees on best practices for common applications and company technology.
- Support onboarding by preparing and configuring workstations, peripherals, and software.
Documentation and Collaboration:
- Accurately document support activities and resolutions in the ticketing system.
- Identify and report recurring technical issues to the IT team.
- Collaborate with team members to implement solutions that improve system performance and reduce downtime.
Qualifications:
- High school diploma required; Associate’s or Bachelor’s degree in IT or related field preferred.
- 1-2 years of experience in help desk or technical support roles.
- Certifications such as CompTIA A /Networking, ITIL Foundation, or equivalent preferred.
- Proficiency in troubleshooting Windows and Mac operating systems, Microsoft Office Suite, basic networking.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Exceptional problem-solving abilities and attention to detail.
- Ability to manage multiple tasks effectively in a fast-paced environment.
Preferred Skills:
- Experience with help desk ticketing systems.
- Familiarity with iOS devices (iPhone, iPad).
- Active Directory and Entra AD maintenance.
- Networking knowledge, such as IP, DHCP, DNS, Routers, Switches, Wi-Fi APs.
- Proficiency with remote support tools such as TeamViewer, RDP, VNC, Citrix, Zoom, Teams.
- Familiarity with Office 365 administration and mobile device management (MDM) platforms such as InTune.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
Work Location: In person