Help Desk Technician Tier I

The Help Desk Technician Tier I provides front-line technical support with a primary focus on intake, triage, and first-contact resolution. In this role, you will diagnose common end-user issues across Windows, MacOS, Microsoft 365, basic networking, and mobile devices, ensuring incidents and requests are resolved efficiently or routed correctly when escalation is required. Duties and Responsibilities Front-Line Support & Ticket Management

• Serve as the primary point of contact for users via phone, chat, and the support portal.
• Log, categorize, prioritize, and route work items efficiently within Freshworks (Freshservice) and coordinate items requiring Jira.
• Maintain active customer communication: confirm understanding, set clear expectations, provide status updates, and close tickets upon user confirmation.

Technical Troubleshooting & Service Requests

• Perform basic troubleshooting for:
• OS: Windows 11 and MacOS.
• Software: Microsoft 365 basics (Outlook, Teams, OneDrive, SharePoint).
• Identity & Access: Account/access issues, password resets, MFA assistance, and basic group/license requests.
• Hardware & Network: Printers, peripheral devices, and basic LAN/Wi-Fi connectivity checks.
• Mobile: iPhone/iPad end-user support (enrollment basics, common app/email issues).
• Execute standard service requests following established Standard Operating Procedures (SOPs), including approved software installations, basic device setups, and accessory swaps.

Documentation & Escalation

• Achieve a ~25% ticket resolution rate without escalation within the first 3 months.
• Escalate complex incidents using defined criteria, ensuring tickets include clear reproduction steps, error details, user impact, and attempted fixes.
• Produce clear, complete documentation to enable smooth handoffs and repeatable fixes.
• Contribute to and utilize internal knowledge articles and runbooks; identify documentation gaps.

Physical & Desk-Side Support

• Perform desk-side setup and troubleshooting, including positioning equipment, connecting/disconnecting cables, managing cable routing, and setting up peripherals (monitors, docks, keyboards/mice, printers).
• Lift, carry, and move IT equipment up to 40 lbs (e.g., monitors, small printers, desktops, docking stations, and boxed laptops).
• Sit, stand, and move between work areas for extended periods as needed to complete desk setups and device swaps., * Resolution & Triage: First-contact resolution rate trending toward established targets alongside an accurate triage/escalation rate.
• Ticket Quality: High-quality ticket documentation, including proper categorization, detailed notes, and clear troubleshooting steps.
• Service Delivery: Strict compliance with SLAs, high customer satisfaction scores, and a consistent level of professionalism on all calls., * Resolution & Triage: First-contact resolution rate trending toward established targets alongside an accurate triage/escalation rate.
• Ticket Quality: High-quality ticket documentation, including proper categorization, detailed notes, and clear troubleshooting steps.
• Service Delivery: Strict compliance with SLAs, high customer satisfaction scores, and a consistent level of professionalism on all calls.

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

• Experience: 2 years of experience in a service desk/help desk environment or an equivalent customer-facing technical role.
• Technical Knowledge: Working knowledge of Windows operating systems, basic TCP/IP networking concepts, and Microsoft 365 fundamentals.
• Communication: Strong written and verbal communication skills; highly comfortable handling support over the phone.
• Process Oriented: Ability to strictly follow change/approval processes and handle sensitive information with appropriate discretion.
• Physical Capability: Ability to lift up to 40 lbs and perform hands-on hardware setups., * Familiarity with Entra ID (Azure AD) concepts, Intune/MDM concepts, Freshservice, Jira, and iOS support.
• Familiarity with ITIL Foundation or general service management frameworks.
• Active certifications such as CompTIA A+ or the Google IT Support Professional Certificate.