Help Desk Technician I

The Help Desk Technician I provides first-level technical support to end users across the organization, ensuring a high level of customer service, quick response times, and efficient issue resolution. Responsibilities include supporting hardware, software, enterprise applications, and network connectivity issues across local and remote offices. Support is provided through a ticketing system, phone, chat, and in-person interactions. The ideal candidate is detail-oriented, customer-focused, works well independently and within a team, and is eager to develop their technical skillset while contributing to service improvement initiatives. Technicians in this role are expected to manage their time effectively, follow established procedures, maintain documentation, and take ownership of tasks through completion., * Provide timely technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking issues.

• Respond to and manage helpdesk tickets, phone calls, and in-person requests with professionalism and a focus on customer satisfaction.
• Set up and configure workstations and user environments for new hires and replacements, including software installations, user data transfers, and peripheral setup.
• Support the onboarding and offboarding process using standardized forms and checklists.
• Maintain accurate and up-to-date IT asset inventory for assigned locations; participate in audits, asset tagging, lease returns, and decommissioning processes.
• Contribute to IT process improvements by helping create technical documentation and knowledge base articles to support user self-service and internal training.
• Assist with MDM solutions (e.g., MangeEngine, JAMF, InTune) for mobile device and computer endpoint management.
• Participate in IT projects such as system migrations, hardware refreshes, software rollouts, and office moves.
• Identify recurring issues and escalate unresolved problems to higher-level support or engineers.
• Look for ways to improve response/resolution time and service desk efficiency, including automation opportunities and form/process enhancements.
• Maintain a clean and organized workspace including IT storage areas.
• Carry and set up equipment up to 35 lbs.
• Identifies, researches, and resolves technical problems. Responds to telephone calls, emails/helpdesk tickets and personnel requests for technical support.
• Perform other duties as assigned in support of IT operations.

• High school diploma or equivalent required.
• Associate/Bachelors degree or relevant technical certifications (e.g. CompTIA A+, CompTIA Network+, HDI Support Center Analyst, or Microsoft certifications) are preferred.
• Strong oral and written communication skills.
• 1-3 years of helpdesk or IT support experience in a professional environment.
• Proficiency in Windows 11, MacOS, and Microsoft 365 services.
• Familiarity with enterprise software ticketing systems (ServiceNow) and standard support tools.
• Basic knowledge of networking concepts and troubleshooting (Wi-Fi, DNS, VPN, etc.) and an understanding of ITSM, ITIL, and ITAM frameworks.
• Experience with a service desk platform (e.g. ServiceNow).
• Exposure to device management platforms such as JAMF, ManageEngine, or Microsoft Intune.
• Familiarity with workflow automation, scripting (e.g., PowerShell) and process documentation.