Help Desk Technician (IT Support Specialist I)
Role details
Job location
Tech stack
Job description
We are seeking a motivated and customer-focused Help Desk Technician (IT Support Specialist I) to join our IT team. This role serves as the primary point of contact for end-user technical support and is responsible for delivering hands-on IT assistance across office and warehouse environments., End-User Support
- Serve as the first point of contact for IT support requests and incidents
- Troubleshoot Windows operating systems, Microsoft Office applications, login/account issues, printers, and connectivity problems
- Support desktops, laptops, mobile devices, peripherals, and user-facing technology
- Configure and troubleshoot printers, multifunction devices, and related hardware
- Provide timely communication and updates to end users throughout the support process
- Ticket Management & Documentation
- Manage incidents and service requests through ticketing platforms such as Freshservice, Freshdesk, ServiceNow, or similar systems
- Accurately document troubleshooting steps, resolutions, deployments, and device changes
- Maintain organized records of support activity and inventory updates
- Contribute to IT documentation, SOPs, and knowledge base articles
Field Support & Deployments
- Perform on-site support in office and warehouse environments
- Stage, deploy, install, replace, and decommission workstations and equipment
- Mount and replace hardware including workstations, cameras, and peripherals
- Assist with basic cabling and physical equipment installations
- Support CCTV systems with device replacement and connectivity troubleshooting
Asset & Operational Support
- Maintain accurate inventory records for IT assets and equipment
- Assist with procurement, staging, tracking, and lifecycle management of devices
- Gather operational details, photos, and documentation for projects and issue tracking
- Escalation & Team Collaboration
- Perform initial troubleshooting and determine when escalation is necessary
- Escalate unresolved issues to Tier 2/3 IT staff with complete documentation
- Collaborate with team members to minimize downtime and ensure timely issue resolution
Requirements
Do you have experience in Windows?, The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive mindset. This role combines desk-side support, device deployment, field support, and operational follow-through while partnering with senior IT staff to ensure reliable and efficient technology support across the organization., * 1-3 years of experience in a Help Desk or IT Support role
- Strong troubleshooting experience with:
- Windows operating systems
- Microsoft Office applications
- Printers and peripherals
- End-user hardware
- Experience with Active Directory user management, permissions, and group membership
- Familiarity with ticketing or ITSM systems (Freshservice, Freshdesk, ServiceNow, Jira Service Management, etc.)
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and connectivity troubleshooting
Preferred Qualifications
- Experience with endpoint management tools such as Intune or SCCM
- Familiarity with ITIL concepts and service management practices
- Experience with structured cabling (Cat6, fiber)
- Familiarity with VoIP or telephony systems
- Experience supporting CCTV or surveillance systems
- Experience in warehouse or multi-site environments
Pay: $28.00 per hour
Experience:
- Intune: 1 year (Preferred)
- Help desk: 3 years (Preferred)
- IT service management: 1 year (Preferred)