P-- 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.

This role reports to the Help Desk Senior Manager.

First-Line Technical Support

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

Provisioning and Asset Support

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

Knowledge and Collaboration

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

Development and Additional Responsibilities

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.

• 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.