Tier 1 Workforce Helpdesk Technician

Provide high-quality IT customer service by fulfilling requests and resolving technical problems.

• Respond promptly and professionally to technical support requests, aiming for immediate resolution when possible.
• Install, upgrade, and decommission IT equipment, including laptops, desktops, printers, fax machines, and mobile devices.
• Adhere to established team policies, processes, and procedures.
• Offer technical support and assistance for both hardware and software to end-users.
• Troubleshoot and resolve routine hardware/software issues using diagnostic tools; escalate complex problems appropriately.
• Image and configure workstations according to standard operating procedures.
• Provide specialized technical support for board members and executives as needed.
• Occasionally provide hands-on support to other departments during implementations and problem-solving situations.
• Accurately document and update incidents, requests, and problems in the management system.
• Participate in on-call support rotations as assigned.
• Deliver AV meeting and event support, ensuring successful conference room setups.
• Maintain strong customer service, interpersonal, and communication skills.

Help Desk, Technical Support, Problem Solving Skills, Customer Support/Service, Order/Customer Fulfillment, Laptop PC, Desktop PC, Mobile Devices, Fax Machines, Printers, Demonstrate professionalism, a positive attitude, and a polished appearance when representing the Workforce Technology Team.

• Work collaboratively as part of a team, while also being able to operate independently.
• Stay organized, detail-oriented, and adaptable to changing priorities.
• Willingness to learn, be patient during onboarding, and proactively ask questions.
• Position is on-site, with standard hours (9-5), and may lead to full-time conversion after contract period.
• Candidates must live within a reasonable commuting distance.
• Minimum qualifications: Associate’s degree preferred, 2-3 years’ IT customer service experience, strong knowledge of Windows/iOS/Microsoft Office/personal computer hardware, and basic networking knowledge.
• Experience supporting executives/senior leadership and AV meetings is highly desirable.