IT Helpdesk Technician

IT Helpdesk Technician I

Job Title: IT Help Desk Technician I
Status: Full-time/Exempt
Reports to: Senior IT Manager
Work Schedule: M-F (flexible hours)
Compensation: $52, per year

• Company-paid health insurance (medical, vision, dental, short-term and long-term disability, and life insurance are provided)
• 100% 401k match (up to 5% of salary)
• Paid holidays
• Paid personal/sick leave
• Paid vacation
• Paid parental leave
• Educational assistance
• Various discount programs

As an entry-level position, the IT Helpdesk Technician I focuses on foundational IT support tasks. This role primarily manages the help desk, facilitates work order processes, and provides basic IT support to internal and external customers. Analysts at this level handle initial problem assessments, document solutions, and manage company mobile devices and telecommunications. The role serves as the first point of contact for IT-related issues, ensuring efficient resolution of immediate technical problems.

Generally, Tier I technicians do not have supervisory responsibilities but are expected to facilitate IT purchasing under the supervision of the Director of IT and cross‑train in various facets of the technology division.

• Serve as the first point of contact for IT support requests via phone, email, instant message, walk‑ins, and the Help Desk ticketing system.
• Facilitate the Help Desk process from ticket creation to resolution, including assignment, follow‑up, progress tracking, and closure, ensuring timely and effective support.
• Prioritize tickets based on urgency, impact, and service level expectations.
• Provide Tier One IT support for internal and external customers, troubleshooting and resolving issues for devices such as computers, smartphones, tablets, wireless hotspots, printers/copiers, and other related equipment.
• Document IT processes, solutions, and troubleshooting steps; create and maintain knowledge‑base articles and user guides.
• Create, edit, and manage user accounts, permissions, memberships, and Active Directory (AD) profiles; ensure HR changes are reflected accurately in Adaxes.
• Manage physical security systems, including building access, gate control, camera systems, and door badge setup.
• Order, manage, and maintain the company’s mobility device inventory (cell phones, tablets, hotspots), including service changes and moves; serve as departmental resource for mobility‑related requests.
• Enroll and manage devices through Mobile Device Management (MDM) platforms.
• Track and ensure compliance with software licensing.
• Maintain an accurate inventory of technology hardware.
• Image, configure, and deploy laptops and other hardware for new and existing employees.
• Conduct IT orientations for new employees, including system access, equipment usage, cybersecurity policies, and IT best practices; serve as backup for orientations when needed.
• Facilitate IT purchasing under the direction of the Director of IT.
• Assist IT staff with document management and technology‑related administrative tasks.
• Monitor and remediate vulnerabilities identified in Qualys.
• Use PDQ to deploy software updates and installations.
• Maintain and update contact information and configurations in Manage.
• Serve as the primary contact for Spreadsheet Server and QTrak software, including licensing and support.
• Participate in an on‑call rotation to provide after‑hours IT support.
• Cross‑train in all facets of the Technology Division, preparing to fill in for anyone absent and grow in responsibility and scope over time.

The person in this role will uphold the culture of Utilitra, including relationship building with customers as well as general behavior on Utilitra or client premises or at Utilitra-sponsored events.

• A two (2) year college degree or CompTIA A+ certification is required.
• Two (2) years of responsible work experience.
• Proficiency in Office applications, specifically Windows, Word, Excel, Outlook, and Access.
• Familiarity with IT terminology (software, hardware, equipment/supplies, networks, telephony, etc.).
• Excellent verbal and written communication skills.
• Demonstrated track record of excellent customer service.
• One…