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Tier I Technical Support Representative Jobs (NOW HIRING)

KeenLogic

Tier I Help Desk Analyst

Washington, DC · On-site

$23.25 - $31.50/hr

Tier I Help Desk Agent KeenLogic is seeking to hire a Tier I Help Desk Agent supporting the ... They provide frontline technical support for routine software, hardware, and connectivity issues ...

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Tier I Technical Support Representative information

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How much do tier i technical support representative jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for tier i technical support representative in the United States is $21.13, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $24.04 per hour, depending on experience, location, and employer.

What is a Tier I Technical Support Representative?

Tier I Technical Support Representatives are entry-level professionals who provide basic technical assistance and support to customers experiencing issues with products or services. They typically handle initial customer inquiries, troubleshoot common problems, and escalate more complex issues to higher-level support teams if necessary. Their goal is to quickly resolve customer concerns, offer guidance, and ensure a positive support experience. Tier I representatives often work via phone, email, or chat, and follow established protocols to diagnose and resolve issues efficiently.

What skills and qualifications are needed to thrive as a Tier I Technical Support Representative?

To thrive as a Tier I Technical Support Representative, you need a solid understanding of basic computer systems, troubleshooting techniques, and strong communication skills, often supported by a high school diploma or equivalent. Familiarity with ticketing systems, remote desktop tools, and knowledge bases is typically required. Exceptional patience, active listening, and a customer-focused attitude help representatives resolve issues efficiently and create positive experiences. These skills ensure timely and effective problem-solving, fostering customer satisfaction and maintaining company reputation.

What are common challenges faced by Tier I Technical Support Representatives, and how can they effectively handle them?

Tier I Technical Support Representatives often encounter challenges such as troubleshooting a wide range of technical issues with limited initial information, managing high call volumes, and communicating technical solutions to users with varying levels of technical knowledge. To handle these challenges effectively, it's important to stay patient, ask clear and targeted questions to gather necessary details, and follow established troubleshooting protocols. Developing strong communication skills and utilizing available knowledge bases or escalation procedures can also help ensure issues are resolved efficiently, making the support experience positive for both users and the team.

What is the difference between Tier I Technical Support Representative vs Help Desk Technician?

AspectTier I Technical Support RepresentativeHelp Desk Technician
CredentialsBasic IT certifications (e.g., CompTIA A+), high school diplomaSimilar certifications, often the same entry-level requirements
Work EnvironmentCall centers, remote support, on-siteHelp desks, call centers, remote support
Employer & Industry UsageIT support, tech companies, service providersIT departments, managed service providers, corporate support
Common Search & ComparisonYesYes

Both roles involve providing basic technical support, troubleshooting common issues, and assisting users. The main difference lies in terminology and specific employer preferences, but their responsibilities and required skills are largely similar, making them often interchangeable in job searches.

How much does a Tier I Technical Support Representative make?

A Tier I Technical Support Representative typically earns between $30,000 and $45,000 annually, depending on experience, location, and the company. Entry-level roles may start at the lower end of this range, with opportunities for advancement and salary increases with additional skills or certifications such as CompTIA A+ or ITIL.
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What job categories do people searching Tier I Technical Support Representative jobs look for?

The top searched job categories for Tier I Technical Support Representative jobs are:

Tier I Technical Support Representative jobs near you
Infographic showing various Tier I Technical Support Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $43,945 per year, or $21.1 per hour.

Tier I Technical Support Specialist

SMS Data Products Group, Inc.

Edwards, CA • On-site

Full-time

Re-posted 23 days ago

Job description

SMS is looking for a Tier I Technical Support to support our ARTEMIS team. ARTEMIS VI provides comprehensive Information Technology support services to the Air Force Research Laboratory (AFRL) at Edwards Air Force Base, California. The team supports more than 500 personnel across both classified and unclassified research environments, ensuring the availability, security, and reliability of critical IT systems that enable the AFRL mission.
The contract includes a wide range of technical and administrative support functions, including Service Desk operations, Windows and Linux systems administration, SQL database administration, cybersecurity and Risk Management Framework (RMF) support, software management and testing, SharePoint administration, field services, telecommunications support, video teleconferencing (VTC), knowledge management, and process improvement initiatives.
Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com .
Submit your resume today!
Job Responsibilities
  • Provide Tier I software and network support and troubleshooting.
  • Analyze incident(s) details, identify the root cause, and provide problem remediation.
  • Responsible for imaging computers.
  • Document problems with the technical detail(s) within the Web Help Desk ticketing system.
  • Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
  • Remotely or manually install software updates, apply STIG configurations] and security patches as required.
  • Provide customer service through the use of friendly, courteous, and professional oral and written communication.
  • Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.

Required Qualifications
  • A minimum of two (2) years of experience in Windows system administration and/or technical support.
  • Knowledge and experience in a Windows Operating System environment.
  • Experience in administering high-end hardware and scientific peripherals.
  • MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
  • DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
  • HDI-SCA certification preferred.
  • DoD Interim Secret security clearance or higher or the ability to obtain one.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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