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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Technician I - **Company:** Franklin Pierce University - **Location:** Rindge, NH, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Apple Mac Systems, Client Server Models, Computer Literacy, Learning Management Systems, Multi-Factor Authentication, PC Tools, Microsoft Office, Networking Basics, Network Monitoring, Enterprise Software Applications, Information Technology - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e1d02b84fd71b344 ## About the Role * Strong PC skills and working knowledge of Windows; Mac OS experience a plus. * Strong customer service, phone, and organizational skills. * Willingness to learn and be trained on internal systems and processes. * Basic understanding of networking fundamentals. * Basic understanding of client-server concepts. * No prior helpdesk experience required - comprehensive training is provided. ## Description The Helpdesk Technician I provides frontline support on a variety of information technology, telecommunications, and computer use inquiries. This role identifies, researches, and resolves common technical problems; responds to phone and email requests for support; and documents issues to ensure timely resolution. The Technician escalates more complex issues to Tier 2 and coordinates with field technicians when on-site support is needed nearby. This is an entry-level role with full training provided by our internal team - no prior helpdesk experience is required, just strong customer service instincts and a willingness to learn., * Answer incoming calls and respond to email inquiries, providing frontline troubleshooting for software, hardware, and general computer use issues. * Create, triage, and route support tickets to the correct queue or technician based on issue type and priority. * Analyze and resolve common end-user issues, following up to confirm the request was resolved to the user's satisfaction. * Reset passwords and manage user account access, including multi-factor authentication (MFA) resets. * Use remote support software to diagnose and resolve issues on end-user devices. * Monitor network and associated devices for potential issues; identify and escalate critical incidents with a strong sense of urgency and ownership. * Escalate tickets to Tier 2 or other appropriate resources when an issue is beyond Level 1 scope. * Notify and coordinate with field technicians when a new ticket comes in near their current location, to support faster on-site response. * Provide basic troubleshooting support for commonly used software packages (e.g., learning management systems, Microsoft Office). * Assist with training end users on basic PC skills and computer usage policies. * Create, update, and maintain articles in the IT knowledge base to support self-service and consistent issue resolution. * Use the IT Helpdesk ticketing and knowledge base system to record, assign, track, close, and analyze all Helpdesk requests. * Participate in internal training provided by the IT team to build skills and take on more responsibility over time. * Perform other duties as assigned, including attending department, organizational, or outside meetings and trainings as requested. ## Related Videos - [Wolfenstein 3D Postmortem](https://www.wearedevelopers.com/videos/525-wolfenstein-3d-postmortem) - [SwiftUI In Production](https://www.wearedevelopers.com/videos/134-swiftui-in-production) - [WeAreDevelopers LIVE - Demo Time, Live Coding, End-to-End Testing and more](https://www.wearedevelopers.com/videos/1713-wearedevelopers-live-demo-time-live-coding-end-to-end-testing-and-more) - [Humanoid Runs Wild, Google Rewrites Headlines and Slow AI - Justin Halsall and Schepp](https://www.wearedevelopers.com/videos/1843-humanoid-runs-wild-google-rewrites-headlines-and-slow-ai-justin-halsall-and-schepp) ## Related Articles - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [Finder Tips and Tricks: Upgrade Your Workflow on macOS](https://www.wearedevelopers.com/magazine/541-finder-tips-and-tricks-upgrade-your-workflow-on-macos) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)