Tier 1 Help Desk Support

Brooklyn, NY

  -  Technical Support / Help Desk  -  Contract  -  Job ID: 23-71995

Title: Tier 1 Help Desk Support
Location: Brooklyn, NY. Hybrid 3-4 days a week onsite
Duration: 2 year contract
Compensation: $30-$35/hr W2
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

Qualified candidates may send a copy of their resume (Word Format) to Kristen Silguero at ksilguero@inspyrsolutions.com

Job Description:
The Tier 1 Help Desk Support is responsible for providing first-level technical support for Avaya communication and networking products. This role involves responding to user inquiries, diagnosing and resolving basic issues, and escalating more complex problems to higher-level support teams when necessary. The goal is to ensure efficient Avaya system operations and customer satisfaction. 
A Tier 1 Help Desk Support role in an Avaya technology focused environment involves providing essential technical support to end-users and customers who use Avaya communication and networking products. This position plays a critical role in ensuring the smooth operation of Avaya systems and resolving basic issues that end-users may encounter.
This role plays a crucial role in ensuring the efficient operation of Avaya systems, assisting users, and contributing to overall customer satisfaction. This position serves as the initial point of contact for Avaya-related issues, making effective communication and problem-solving skills essential.

Skillset / Experience:

  1. Customer Support:
    • Receive and respond to user inquiries via phone, email, or ticketing system.
    • Provide courteous and timely assistance to end-users experiencing Avaya-related issues.
    • Gather relevant information and troubleshoot basic Avaya system problems.
    • Assist users with configuring, installing, and using Avaya products.
  2. Problem Diagnosis and Resolution:
    • Identify and isolate basic Avaya system issues.
    • Apply known solutions and best practices to resolve common problems.
    • Document troubleshooting steps and solutions for reference.
  3. Escalation and Collaboration:
    • Escalate more complex issues to Tier 2 or Tier 3 support teams as needed.
    • Collaborate with other support personnel to resolve intricate technical issues.
  4. Documentation:
    • Maintain accurate records of customer interactions and support activities.
    • Create and update knowledge base articles for common Avaya system problems.


  • Hands on experence with ServiceNow ticketing system
  • Knowledge of Avaya communication and networking products.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and troubleshooting abilities.
  • Customer-oriented mindset with a commitment to customer satisfaction.
  • Ability to work independently and as part of a team.
  • Basic understanding of networking concepts and protocols.
  • Familiarity with ticketing and support systems.
  • Adept at documenting technical procedures and solutions.

Preferred Skills:

  • Experience in a help desk or technical support role is advantageous.
  • Familiarity with VoIP technology and SIP protocols is beneficial.
  • Knowledge of relevant operating systems (Windows, Linux) and Microsoft Office Suite.

Our benefits package includes:

  • Comprehensive medical benefits
  • Competitive pay, 401(k)
  • Retirement plan
  • and much more!

About INSPYR Solutions:

As a leading information technology partner, we connect top IT talent with our clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions. We understand and value the unique needs of highly-skilled information technology professionals in the industry and always strive to stay above the curve. Our company was founded on the following core values: Be the Best, Understand the Urgency, Never Ever Give Up, Have the Courage to Excel, and Make a Contribution. We take pride in our business model and strive to create a positive workplace environment through an exemplary culture.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.


Washington, DC