IT Help Desk Technician

The Help Desk Technician I provides first-line technical support to end users across the organization. The technician is the initial point of contact for incoming tickets and calls, resolves common issues directly, and escalates work that exceeds the scope of the level with complete and accurate handoff detail.

• Serves as the first point of contact for end-user support requests received by phone, email and ticket
• Provides support for standard hardware, software, account and connectivity issues
• Resolves routine incidents and service requests within documented procedures, escalating to Help Desk Technician II when scope or complexity exceeds the level
• Responds to support tickets in a timely and efficient manner, ensuring that SLA response targets are met
• Provides excellent customer service, maintaining a positive and professional attitude at all times
• Records all work in the ticketing system, ensuring that detail, categorization and status are accurate and current

• Images, configures and deploys workstations, laptops, mobile devices and peripherals
• Completes new hire setup and equipment onboarding and offboarding tasks
• Maintains accurate hardware inventory and asset records
• Supports account creation, password resets and access requests under established procedures

• Follows documented procedures and knowledge base articles, and reports gaps or errors found in them
• Drafts knowledge base articles for issues seen repeatedly at first contact
• Works alongside Help Desk Technician II and the Help Desk Technical Lead, escalating with complete and accurate detail
• Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization

• Builds foundational technical knowledge across operating systems, applications, peripherals and basic networking concepts
• Enters an IT Operations specialty track and works toward its associated certification
• Performs any other duties and tasks as assigned by management
• Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.

• First-Contact Resolution: Share of assigned tickets resolved without escalation.
• Response Time: Average time to first response on newly assigned tickets, measured against the published SLA target for the ticket priority.
• Customer Satisfaction: End-user satisfaction ratings on tickets resolved by Help Desk Technician I.
• Ticket Quality: Accuracy and completeness of ticket documentation, categorization and escalation detail.
• Objective Key Results (OKR) as determined by manager
• Interpersonal Communications
• Critical and Analytical Thinking
• Effective Problem Solving
• Functional / Technical Credibility
• Customer Service
• Time Management

• Zero to two years of experience in a technical support or customer-facing technical role. Relevant coursework, internship or demonstrated hands‑on experience will be considered in place of formal work history.
• Working knowledge of Windows desktop operating systems, Microsoft 365 and common business applications.
• Certifications are a plus, such as CompTIA A+ or Microsoft Azure Fundamentals (AZ-900), with support to earn them on the job through the IT Operations specialty track program.