Help Desk Technician – Tier 1

Job overview

The Help Desk Technician – Tier 1 role is onsite in Jonesboro, AR; the posting explicitly says it is not remote or hybrid. Compensation is $17.50–$18 per hour. The role supports Optus’s IT service delivery and customer communications services. The technician provides first-line troubleshooting and customer support for a national account, managing service tickets and escalating complex issues. The work helps resolve customer problems within service-level expectations and maintain accurate account and equipment records.

What you'll do

• Answer inbound customer calls
• open, update, and close service tickets
• triage phone-system, endpoint, call-flow, voicemail, and peripheral-equipment issues
• respond within service-level agreements
• follow up with customers
• escalate complex issues
• place equipment orders and update inventory
• coordinate subcontractors
• maintain customer databases
• participate in the stated 24x7x365 on-call rotation after onboarding
• and train team members on processes and workflow changes.

What we're looking for

Skills & competencies

help desk technician

full-time

jonesboro ar

optus

tier 1 support

technical troubleshooting

telecommunications

customer service

service tickets

$17.50-$18/hr

on-call rotation

401(k) matching

health insurance

paid time off

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k), 401(k) matching, AD&D, dental, disability, health and life insurance, employee assistance program, flexible spending account, health savings account, paid time off, professional development assistance, referral program, tuition reimbursement, and vision insurance.

Why this role

Participates in a 24x7x365 on-call rotation after the new-hire onboarding period.

About the employer

Optus, Inc is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.