NSN Management is looking for a Tier 1 Help Desk Technician who takes ownership of every ticket that comes their way. This role is less about walking in with a deep IT resume and more about attitude: someone dependable, curious, and genuinely motivated to figure out why something isn't working — and stick with it until it is. You'll be the first voice our users hear when something breaks, so a clear, confident, and friendly phone presence matters just as much as your technical chops.
If you've got a solid foundation in networking basics and Windows, a strong work ethic, and you're hungry to grow your IT career, we want to talk to you.
What You'll Do
- Answer inbound help desk calls, emails, and tickets, providing friendly, professional, and clear communication at every step
- Troubleshoot and resolve common hardware, software, and connectivity issues for end users
- Perform basic network troubleshooting (DNS resolution, IP configuration, connectivity checks) to diagnose whether an issue is local, network, or application-level
- Support and maintain Windows desktop environments, including user account, password, and access issues
- Document every issue and resolution thoroughly and accurately in the ticketing system
- Escalate complex issues to Tier 2/3 support with clear, well-documented notes
- Follow up with users to confirm issues are fully resolved and they're satisfied with the outcome
- Identify recurring issues and flag patterns to help improve support processes
What We're Looking For
- Strong work ethic and reliability — you show up, follow through, and take pride in your work
- Genuine troubleshooting mindset: patient, methodical, and persistent when a problem isn't obvious
- Working knowledge of networking fundamentals — you understand what DNS and TCP/IP are and how they fit into everyday connectivity issues
- Comfort supporting and navigating Microsoft Windows environments
- Strong, confident verbal communication skills — you'll be on the phone often and need to sound calm, clear, and professional
- A genuine willingness to learn and grow; we'll invest in the right person even if your resume is light on formal IT experience
- Ability to stay organized and manage multiple tickets/priorities at once
Nice to Have (Not Required)
- Prior help desk, call center, or customer support experience
- Experience with a ticketing system (e.g., ServiceNow, Zendesk, Freshservice)
- CompTIA A+ or Network+ certification (or actively working toward one)
- Exposure to Active Directory, Office 365, or basic PC hardware repair
Company Description
NSN Management is a Tulsa-based managed IT services provider now in our 12th year. We built our business on doing IT the right way — a standardized, build-it-once-use-it-everywhere approach that means less firefighting and more consistent, reliable service for the businesses we support. Our work has earned national recognition in the MSP community, including Datto MSP of the Year honors. We’re a small, close-knit team where your work is visible, your ideas are heard, and what you do makes a real difference for our clients.