Position Title
IT Help Desk Technician – Tier 1
Department
Information Technology
Reports To
IT Manager / IT Director
Employment Status
☒ Full-Time ☐ Part-Time ☐ Temporary
FLSA Status
☐ Non-Exempt ☒ Exempt (confirm with HR if needed)
Salary Range
$45,000 – $60,000 annually
POSITION SUMMARY
The IT Help Desk Technician – Tier 1 serves as the primary point of contact for all IT-related incidents and service requests at Hernon Manufacturing. This role provides front-line technical support to users across U.S. and Mexico locations, ensuring timely issue resolution, accurate documentation, and proper escalation in alignment with Hernon’s IT Governance and security framework.
This position operates in a tiered support model and is focused on execution, triage, user support, and escalation, not system design or architecture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Standard Tier 1 Help Desk Support
- Serve as the first point of contact for all IT incidents and service requests
- Perform initial diagnosis, troubleshooting, and triage
- Resolve common hardware, software, access, and connectivity issues
- Follow documented SOPs, knowledge base articles, and escalation paths
- Accurately document tickets, actions taken, and resolutions
- Meet SLA requirements for response and resolution times
End-User & Workplace Technology
- Support desktops, laptops, mobile devices, printers, scanners, and peripherals
- Configure and deploy new or replacement workstations
- Support conference room and AV technology
- Assist with badge access and basic facility-related technology
Identity & Access Management (Tier 1)
- Support user onboarding and offboarding
- Perform password resets and account unlocks
- Assist with MFA enrollment
- Execute basic Active Directory and Azure AD tasks per procedure
Enterprise Application Support (Tier 1)
- SAP Business One (login issues, navigation, printing/label issues only)
- Office 365 (Outlook, Teams, OneDrive, SharePoint)
- Power BI access issues (no model or report changes)
- Smartsheet and Clockify user support
- PBX softphone support (RingCentral / Mitel – Tier 1 level)
Network & Connectivity
- Troubleshoot Wi-Fi, VPN, and basic LAN issues
- Validate endpoint connectivity before escalation
- Escalate outages or complex issues to Tier 2 or vendors
Security & Compliance
- Perform endpoint security validation (AV, compliance status)
- Identify and escalate phishing and security incidents
- Tier 1 support for Kaseya, Ninja, Mimecast, KnowBe4
- Adhere to IT security and governance policies
Escalation Model
- Tier 1 → Tier 1.5: ERP issues, cross-system troubleshooting
- Tier 1 → Tier 2: Infrastructure, servers, SAP configuration
- Tier 1 → Tier 3: Telecom, network vendors, PBX, surveillance
MINIMUM QUALIFICATIONS
Education & Certifications
- Associate Degree in IT, Business, or related field (Bachelor’s preferred)
- CompTIA A+ (or ability to obtain within 6–12 months)
- CompTIA AI Essentials – required within 6 months of hire
- ITIL Foundation knowledge preferred
Technical Skills
- Windows endpoint support
- Office 365 (Tier 1)
- Basic Active Directory / Azure AD
- DHCP, DNS, TCP/IP fundamentals
- VoIP/PBX basic knowledge
- Ticketing systems and SLA-driven environments
Professional Skills
- Strong troubleshooting and analytical skills
- Excellent customer service and communication
- Strong documentation and organizational skills
- Ability to work independently
- Growth mindset and continuous learning orientation
PHYSICAL DEMANDS
- Lift up to 25 lbs
- Occasional standing and walking
- Low to moderate noise environment
DISCLAIMER
This job description does not constitute an employment contract and may be modified as business needs evolve. Hernon Manufacturing is an Equal Opportunity Employer.
All interested and qualified candidates are encouraged to submit their resumes to:
hernonhr@hernon.com
