Onsite Tier 1 Help Desk Technician

Onsite Tier 1 Help Desk Technician - SOW Staff Augmentation Job Details

Location:

Albany, New York

Work Arrangement:
Onsite

Job Type: Full-Time Contract / SOW Staff Augmentation, 40 hours per week

Pay Rate: NTE $60.00 per hour, W2

Industry: Public Transportation / Transit

MGT Impact Solutions is seeking a qualified candidate to serve as an Onsite Tier 1 Help Desk Technician for an organization in the public transportation and transit industry.

Successful candidates will be MGT employees contracted to MGT's client through a statement of work (SOW) staff-augmentation engagement. This is a full-time, 40-hours-per-week onsite position supporting day-to-day information technology operations.

The Tier 1 Help Desk Technician will provide frontline technical support to end users, troubleshoot hardware and software issues, support user accounts and basic network connectivity, maintain accurate IT asset and support documentation, and elevate complex issues to senior technical staff. The role requires strong customer service, hands-on troubleshooting, and the ability to work effectively in an enterprise technology environment.

• Provide Tier 1 technical support for end-user hardware, software, peripherals, and connectivity issues.
• Install, configure, deploy, maintain, and troubleshoot desktop and laptop computers, monitors, printers, and other IT peripherals.
• Diagnose and resolve common Windows operating system, application, hardware, and user-access issues.
• Create, modify, disable, and maintain user accounts, permissions, and access rights in Microsoft Active Directory.
• Assist users with password resets, account lockouts, access requests, and other basic identity and access-management needs.
• Troubleshoot basic LAN, Wi-Fi, TCP/IP, DNS, and DHCP connectivity issues and streamline more complex network problems as appropriate.
• Assist with workstation deployments, replacements, upgrades, imaging, migrations, and software rollouts.
• Support Microsoft 365 / Office 365 applications and other enterprise business applications as assigned.
• Log, track, update, and document incidents, service requests, troubleshooting steps, and resolutions in the applicable IT service-management system.
• Maintain hardware and software inventory records and assist with IT asset deployment, tracking, recovery, and lifecycle activities.
• Follow established information-security policies and procedures and appropriately identify and elevate potential security incidents.
• Create and maintain user guides, troubleshooting documentation, standard operating procedures, and knowledge-base content.
• Attend bi-weekly IT Operations meetings and provide status updates on assigned projects, issues, and support activities.

• Provide dependable onsite frontline support to end users in a production enterprise IT environment.
• Prioritize and resolve service requests while maintaining a high standard of customer service and communication.
• Perform hands-on troubleshooting of desktops, laptops, peripherals, software, user accounts, and basic network connectivity.
• Escalate issues that require Tier 2, systems, network, cybersecurity, or vendor support and provide complete troubleshooting context.
• Assist with IT projects involving workstation refreshes, deployments, migrations, upgrades, software installations, and related implementation activities.
• Maintain accurate technical documentation, asset records, support notes, and operational procedures.
• Protect system availability and information security by following approved technical, security, and change-management procedures.

• 3+ years of professional experience in Help Desk, Desktop Support, IT Support, Technical Support, or a closely related role, OR an associate degree/certification in an Information Technology-related field with relevant hands-on experience.
• Demonstrated experience providing Tier 1 end-user technical support in a professional or enterprise environment.
• Hands-on experience installing, configuring, maintaining, and troubleshooting desktop and laptop computers, peripherals, printers, and related equipment.
• Working knowledge of Microsoft Windows desktop operating systems.
• Hands-on experience with Microsoft Active Directory, including basic user-account and access administration.
• Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, LAN, and Wi-Fi troubleshooting.
• Experience installing and supporting common business applications, preferably…