About the position
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.
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.
Requirements
• High school diploma or equivalent required
• Basic knowledge of: Microsoft Windows
• Microsoft 365 (Outlook, Teams, OneDrive, Office applications)
• Active Directory or Entra ID
• 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.
Nice-to-haves
• Associate's degree in Information Technology or related field preferred.
• 1–2 years of technical support or customer service experience preferred.
• CompTIA A+
• Microsoft Fundamentals Certifications
• ITIL Foundation (preferred)