JOB TITLE: Tier I Helpdesk Technician
DEPARTMENT: IT
REPORTING RELATIONSHIP: CIO
FLSA STATUS: Hourly
Century is one of the nation’s largest debt settlement companies, helping consumers resolve their unsecured debts. This is an exciting opportunity to join a high growth, evolving, proven, and successful organization. The company’s culture has been built on caring for its clients and employees for over 20 years.
We value each of our team members and recognize that their wide array of perspectives and life experiences fuel our organization's strength. Our ongoing commitment to every member of our team has earned us several ‘Best/Top Workplace’ and ‘growth’ awards, and those recognitions inspire us to continually exceed expectations.
JOB SUMMARY:
Century is seeking a Tier I Help Desk Technician to provide first line technical support to end users by troubleshooting common hardware, software, and access issues. This role focuses on excellent customer service, accurate ticket handling, and timely resolution or escalation of issues to higher-level support teams.
DUTIES AND RESPONSIBILITIES
Specific duties include:
- Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system.
- Troubleshoot and resolve basic issues related to:
- Password resets and account access
- Email and collaboration tools
- Desktop/laptophardware
- Printers and peripherals (audio headsets / speakers)
- Common Microsoft Office applications
- Log, track, and document issues accurately in the ticketing system.
- Follow standard troubleshooting guides and escalation procedures.
- Escalate unresolved or complex issues to Tier II.
- Set up and configure basic user equipment.(PCs, laptops, monitors, phones)
- Assistwith onboarding and offboarding tasks.(AccountSetup,AccessRemoval)
- Maintain professionalism and clear communication with users at all times.
KNOWLEDGE AND ESSENTIAL SKILLS
Technical Basics
- Windows and/or macOS operating systems.
- Microsoft 365 (Outlook, Teams, Word, Excel).
- Basic networking concepts (WiFi, VPN, internet connectivity).
- Ability to follow documented procedures and troubleshooting steps.
Customer Service
- Strong verbal and written communication skills.
- Ability to explain technical issues in nontechnical terms.
- Patience and professionalism when supporting frustrated users.
Work Skills
- Good organizational andtime managementskills.
- Ability to prioritize multiple tickets.
- Willingness to learn and ask questions.
- Reliable attendance and punctuality.
EDUCATION AND/OR WORK EXPERIENCE
Preferred:
- Experience with a ticketing system (ServiceNow, Jira, Zendesk, Autotask, etc.)
- Basic familiarity with Active Directory or Entra ID
- IT certifications such as:
- CompTIA A+
- Google IT Support
- Microsoft Fundamentals
Any equivalent combination of experience, education, and training that provides the required knowledge, skills, and abilities.
We love our employees!
- Competitive compensation package
- Career development & growth opportunities through performance and career pathing
- 100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability
- Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution
- Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident
- Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus
- 401K plan with 100% matching up to 4% and immediately vested
- No cost Employee Assistance Program and Travel Assistance
- Generous PTO package that starts on day 1 and increases after 1st year
- Commitment to employee communication through employee suggestions and engagement surveys
- Experienced leadership team with decades of industry experience
- Great team members who want you to succeed!