Help Desk Technician

Description

The Helpdesk Technician serves as the first point of contact for end users seeking IT assistance. This entry-level role focuses on troubleshooting basic hardware, software, and account issues, escalating complex problems to higher-level IT staff when necessary. The Helpdesk Technician plays a critical role in delivering timely, courteous, and effective technical support to ensure staff can work productively and securely.

• Respond to incoming service desk tickets, phone calls, email, or chat requests.
• Provide basic troubleshooting and support for desktops, laptops, printers, and mobile devices.
• Assist with Microsoft 365 account access (password resets, MFA issues, mailbox access).
• Support end-user onboarding and offboarding (account setup, workstation preparation, software installation).
• Troubleshoot connectivity issues such as Wi‑Fi, VPN, and basic network access.
• Provide first‑level support for business applications (e.g., Teams, Outlook, Fresh service, Ninja One).
• Escalate unresolved issues to IT Support Specialists or Systems Administrators as appropriate.

• Document all support interactions and resolutions in Fresh service.
• Track hardware/software assignments in the IT asset management system.
• Assist with software updates and endpoint security compliance.
• Perform routine checks on shared printers, copiers, and other peripherals.
• Provide users with basic training and “how‑to” guidance.

• Work closely with IT staff to identify recurring issues and suggest process improvements.
• Assist in maintaining a knowledge base of common issues and resolutions.
• Participate in departmental meetings and training sessions.

• Familiarity with Windows 10/11 and Microsoft 365 applications.
• Basic understanding of computer hardware (PCs, laptops, printers).
• Exposure to IT service desk or customer service environments preferred.
• Willingness to learn ticketing systems (Fresh service) and RMM tools (Ninja One).
• Awareness of cybersecurity best practices and safe end‑user computing (KnowBe4).
• Good verbal and written communication skills.
• Strong customer service orientation; patient and approachable when assisting end-users.
• Ability to explain technical concepts in user‑friendly, non‑technical language.
• Demonstrates professionalism in all interactions and communications.
• Collaborative and team‑oriented mindset.
• Analytical and problem‑solving skills with keen attention to detail.
• Ability to read and follow technical manuals, procedural documentation, and vendor guides.
• Good organizational skills; able to manage multiple tasks effectively.
• Self‑motivated and able to prioritize tasks in a fast‑paced environment.
• Dependable, punctual, and detail‑oriented.
• Willingness to learn new technologies and processes.
• Able to work under direction in a team environment.
• Handles sensitive and confidential information appropriately.

Required:

• Must be at least 18 years of age.
• Minimum education of high school diploma or GED will be verified.
• All offers are contingent upon signing a confidentiality agreement and satisfactory completion of drug screening and background checks. Employer observes federal standards for controlled substances, including cannabis.
• Required to possess a valid driver’s license and maintain a driving record that is satisfactory to the Tribe’s insurance carrier.

Preferred:

• Associate degree in Information Technology or related field preferred but not required.
• Certifications preferred but not required for hire:
  • CompTIA IT Fundamentals (ITF+) or A+
  • Microsoft 365 Fundamentals (MS‑900)

• 40‑hour onsite work week with limited on‑call availability (rotating, evenings/weekends as required).
• Work performed in an environment with exposure to varying degrees of noise, low lighting, and cool and hot temperatures, 65 to 85 degrees.
• Ability to remain seated for prolonged periods (e.g., computer work).
• Physical ability to stand, walk, stoop, bend, reach.
• Occasional lifting, pushing or pulling up to 40 pounds.
• Sufficient hand‑eye coordination, dexterity of hands and fingers to handle equipment hand tools and…