Help Desk Technician I (Entry Level) - Contract

Empire Workforce Solutions is seeking a dependable, customer-service-oriented Entry-Level Help Desk Technician to provide first-level technical support to employees across our organization. This opportunity is suited to someone beginning an IT career who enjoys troubleshooting and helping others.

The technician responds to support requests, troubleshoots common hardware and software issues, assists with employee account access, and escalates complex issues. The assignment is expected to last approximately three months, with possible extension based on business needs and performance; extension is not guaranteed.

Essential Duties and ResponsibilitiesHelp Desk Support and Troubleshooting:

· Serve as first point of contact for employee technical difficulties.

· Respond to tickets, telephone, email, and other approved support channels.

· Troubleshoot computers, software, printers, peripherals, connectivity, and common application errors.

· Support remote employees using approved tools and escalate unresolved issues.

Software and Application Support:

· Assist with Microsoft 365, Outlook, Teams, Word, Excel, and Windows.

· Assist with approved password resets, lockouts, and multifactor authentication.

· Provide first-level support for Bullhorn, and internal applications; escalate vendor-level issues.

Hardware and Equipment Support:

· Set up desktops, laptops, monitors, printers, and related equipment.

· Prepare workstations for new hires and assist with equipment replacements.

· Maintain equipment inventory records and support authorized software updates.

Ticket Management and Documentation:

· Create and update tickets, including troubleshooting steps, resolutions, and escalations.

· Prioritize requests by urgency and business impact, follow up, and flag recurring issues.

Customer Service and Communication:

· Provide courteous, timely support and explain technical steps clearly.

· Keep employees and management informed and protect confidential information.

IT Security and Compliance:

· Follow cybersecurity, confidentiality, and acceptable-use policies.

· Verify identity and authorization before account changes.

· Report phishing, suspected incidents, and unauthorized access; perform only approved changes., Temporary assignment anticipated to last approximately three months. It may be extended, shortened, or concluded based on operational requirements; no specific duration is guaranteed. All hours worked and applicable overtime will be paid; California meal and rest period requirements apply.

· High school diploma or equivalent.

· Basic understanding of Windows computers, Microsoft Office, and troubleshooting.

· Strong customer service, communication, organization, and documentation skills.

· Ability to follow procedures, work collaboratively, and learn new systems.

· Prior professional IT experience is not required; coursework, training, internships, or personal troubleshooting experience may qualify.

Preferred Qualifications:

· Six months to one year of IT support or customer service experience.

· IT-related education or CompTIA A+ certification.

· Familiarity with Active Directory, Microsoft Entra ID, ticketing, or remote support tools.

· Basic networking knowledge (Wi-Fi, VPN, IP connectivity).

· Multi-location support experience; bilingual English/Spanish a plus.

Core Competencies:

Customer service, technical troubleshooting, problem solving, communication, time management, documentation, teamwork, confidentiality, and adaptability.

Physical and Work Requirements:

Office environment with regular computer and telephone use; prolonged sitting, standing, walking, and computer use may be required. Occasional movement or setup of equipment up to 25 pounds. Reasonable accommodations will be provided in accordance with applicable law.