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# Help Desk Technician I

- **Company:** Mercy College
- **Location:** Springfield, MA, United States (Remote available)
- **Experience:** Starter
- **Salary:** $41,600.0 - $52,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Desktop Computing, Retail Software
- **Published:** September 10, 2026
- **Apply:** https://mercy.joinhandshake.com/jobs/11405751

## About the Role

* 1+ year of experience in help desk, desktop support, field service, retail technology, or a related customer-facing technical role.

 * Working knowledge of Windows 10/11 and basic Active Directory.

 * Familiarity with Microsoft 365 and common business applications.

 * Strong troubleshooting and problem-solving abilities.

 * Excellent verbal and written communication skills.

 * Ability to manage multiple tickets and prioritize effectively.

 * For hybrid/field positions: valid driver's license, reliable transportation, and willingness to travel to client sites.

## Description

We are seeking a Help Desk Technician I to provide technical support across a variety of client environments. This is a customer-facing role focused on troubleshooting Windows, Microsoft 365, hardware, applications, and user account issues.

Depending on the position, technicians will either work primarily from the office or spend approximately 30% of their time traveling to scheduled client sites for hands-on support and technology projects.

What You'll Do

 * Provide Level 1 technical support by phone, email, portal, and remote sessions.

 * Troubleshoot Windows 10/11 workstations, applications, printers, peripherals, and performance issues.

 * Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.

 * Perform basic Active Directory and Entra ID administration, including password resets, account changes, groups, permissions, and licenses.

 * Document troubleshooting steps, resolutions, and ticket activity accurately.

 * Escalate complex issues to senior technical teams with thorough documentation.

 * For hybrid positions, deploy and configure computers, perform hardware replacements, support office moves, and assist with technology projects onsite.

 * Deliver professional, friendly support to both technical and non-technical users.