Helpdesk Level 1

Help Desk Technician I (Tier 1 Support)

The Help Desk Technician I provides first-level technical support to employees by troubleshooting hardware, software, network, mobile device, and account-related issues. This role serves as the initial point of contact for IT support requests, ensuring timely resolution of incidents while delivering excellent customer service and maintaining accurate documentation.

Essential Duties and Responsibilities

• Serve as the first point of contact for IT support requests received via help desk ticketing system, phone, email, and walk-up support.
• Diagnose and resolve basic hardware, software, and connectivity issues.
• Provide support for Windows operating systems, Microsoft 365 applications, printers, mobile devices, and standard business applications.
• Create, update, and close support tickets while documenting troubleshooting steps and resolutions.
• Escalate complex issues to Tier 2 or Tier 3 support teams when necessary.
• Assist with user account management, including password resets, account unlocks, and access requests.
• Configure and deploy workstations, laptops, mobile phones, and peripheral devices.
• Support onboarding and offboarding activities, including equipment setup and account provisioning.
• Maintain inventory records for assigned hardware and software assets.
• Follow IT policies, security procedures, and change management processes.
• Assist in creating and maintaining technical documentation and knowledge base articles.
• Maintain a high level of customer service and professionalism when interacting with users.

Required Qualifications

• High school diploma or equivalent required;
  Associate's degree in Information Technology or related field preferred.
• 1–2 years of technical support or customer service experience preferred.
• Basic knowledge of:
  • Microsoft Windows
  • Microsoft 365 (Outlook, Teams, One Drive, Office applications)
  • Active Directory or Entra
  • Computer hardware and peripherals
  • Network fundamentals (TCP/IP, Wi-Fi, VPN)
  • Mobile device support (iOS and Android)
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Preferred Certifications

• CompTIA A+
• Microsoft Fundamentals Certifications
• ITIL Foundation (preferred)

Key Competencies

• Customer Service Focus
• Technical Troubleshooting
• Communication Skills
• Time Management
• Teamwork and Collaboration
• Attention to Detail
• Documentation and Recordkeeping
• Continuous Learning

Physical Requirements

• Ability to lift and move computer equipment up to 30 pounds.
• Ability to work at a desk and use a computer for extended periods.
• Occasional travel between company locations may be required.

Reporting Structure

Reports To:

IT Operations Manager or Help Desk Supervisor

Success Measures

• Ticket response time and resolution time goals met.
• High customer satisfaction ratings.
• Accurate ticket documentation.
• Compliance with IT policies and security standards.
• Successful completion of workstation deployments and user support requests.