IT Technician - Service Desk

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.

• 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• Identify recurring issues and suggest updates when documentation is outdated, incomplete, or could improve self‑service resources.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…