Help Desk Technician – Windows & Office

The IT Technician I serves as a Tier 1 (L1) Frontline Support resource for the IT Service Desk. This entry-level role is the first point of contact for all incoming incidents and service requests, providing initial triage, basic troubleshooting, and accurate ticket documentation and routing. The IT Technician I works under close supervision, uses documented knowledge articles and runbooks to resolve common issues, and escalates complex issues to Tier 2 or higher with complete documentation.



Key Responsibilities

Support & Troubleshooting

• Serve as the first point of contact for all inbound IT support requests via phone, email, chat, and the ticketing system.
• Perform initial triage and troubleshooting using documented knowledge articles, scripts, and runbooks.
• Diagnose and resolve common, low-complexity issues including basic hardware, software, and peripheral problems, known errors, and how-to questions.
• Assist end users with Windows 11 operating system issues, configurations, and updates.
• Support Microsoft Office 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
• Perform basic Active Directory tasks such as password resets, account unlocks, multi-factor authentication (MFA) support, and user account creation and termination processes.
• Assist with initial setup, imaging, and deployment of end-user devices, including phone and tablet provisioning.
• Support distribution list and shared mailbox administration.
• Assist with VPN access requests and basic connectivity troubleshooting.
• Support network drive access and mapping requests.
• Validate user identity and follow security procedures before performing account changes.

• Accurately log, categorize, and document all incidents and service requests in the ticketing system, ensuring accurate user, asset, category, and impact details.
• Apply correct priority and SLA alignment, and meet established SLA response and resolution targets.
• Fulfill approved, low-risk service requests such as standard software installs and access provisioning using service catalog workflows, validating required approvals are in place.
• Escalate unresolved or complex issues to Tier 2 with complete documentation, including steps taken, findings, and user impact.
• Maintain accurate ticket notes and closure codes.

• Utilize existing knowledge articles and runbooks during troubleshooting.
• Identify recurring issues and suggest updates when documentation is outdated, incomplete, or could improve self-service resources.
• Contribute feedback to knowledge articles based on frontline troubleshooting experience.

• Deliver courteous, professional, and timely technical assistance to end users.
• Communicate technical information, status updates, and next steps in a clear, non-technical manner.
• Follow up with users to confirm issue resolution and ensure satisfaction.

• Associate’s degree in Computer Science, Information Technology, or a related field; or equivalent combination of education and experience preferred.

• 0-1 year of experience in a help desk, technical support, or customer service role.
• Hands-on familiarity with Windows 11 and Microsoft Office 365 in a professional or academic environment.

• Windows 11 - installation, configuration, and basic troubleshooting
• Microsoft Office 365 - Outlook, Teams, Word, Excel, Share Point
• Active Directory - basic user and account management, password resets, MFA support
• Remote desktop and remote assistance tools (e.g., Remote Desktop Protocol, Quick Assist)
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Fresh service or comparable ITSM platform - ticket intake, categorization, and knowledge base use

• CompTIA A+ (preferred)
• Microsoft 365 Certified:
  Fundamentals (MS-900) (preferred)
• ITIL Framework familiarity and certification (ITIL Foundation) is a plus

• Strong verbal and written communication skills
• Eagerness to learn and grow in a technical environment
• Attention to detail and accurate documentation habits
• Collaborative, team-oriented attitude
• Ability to work calmly and effectively under pressure

• On-site in Sugar Land, Texas
• Occasional after-hours support or on-call rotation may be required.
• Primarily in-office with limited remote work as determined by management.