Help Desk Technician

Summary Job Description:

Direct Relief is seeking a Technology Support Associate who is passionate about computers, networking, and helping people. This role is responsible for triaging the Help Desk, supporting end-user devices, assisting with AV/meeting room technology, and ensuring staff have a smooth, secure technology experience.

You do not need deep help desk experience — but you must be curious, proactive, a strong communicator, and excited to grow in IT. 

Key Responsibilities

Help Desk & Ticket Triage

• Serve as the first point of contact for incoming help desk tickets.
• Review, categorize, and prioritize tickets based on urgency, impact, and service level expectations.
• Resolve common issues directly and escalate more complex cases to senior IT staff with proper documentation.
• Maintain accurate, clear notes within the ticketing system.
• Follow up proactively with users to ensure their needs are met and issues are fully resolved.
• Identify recurring problems and report patterns to IT leadership for continuous improvement. 

Support

• Provide friendly, professional support for desktops, laptops, mobile devices, printers, and peripherals.
• Assist users with account access, MFA, Microsoft 365 apps, Teams, VPN, and cloud services.
• Troubleshoot hardware, OS, software, and network connectivity issues.
• Set up and configure new devices following established IT standards (Intune enrollment, updates, baseline configuration). 

Collaboration & AV Technology Support

• Support conference room AV systems including Teams Rooms, webcams, microphones, displays, and sound systems.
• Help staff with meeting setup, testing, and troubleshooting audio/video issues.
• Assist with maintenance and documentation for AV equipment inventory. 

Technical Operations Support

• Perform basic network tasks such as cable testing, port patching, and Wi-Fi troubleshooting.
• Assist with device updates, inventory documentation, and asset management.
• Support IT-led rollouts, upgrades, and special projects as needed.
• Follow security, compliance, and acceptable use policies when handling user devices and accounts. 

Qualifications

Required

• Fundamental understanding of PCs, operating systems, and software troubleshooting.
• Basic networking knowledge (IP addressing, Wi-Fi, LAN basics).
• Strong critical-thinking skills with the ability to break down and diagnose problems logically.
• Excellent interpersonal and communication skills — patient and approachable with all levels of staff.
• Passion for technology, learning, and continuous improvement. 

Preferred (Nice to Have)

• Experience handling a help desk queue or ticket system.
• Exposure to Microsoft 365, Entra ID, Intune, or similar modern IT tools.
• Familiarity with AV systems, Teams Rooms, or meeting technology.
• Basic understanding of cybersecurity best practices. 

Personal Attributes We Value

• Highly personable and empathetic when supporting non-technical users.
• Organized and reliable with follow-through on tasks and tickets.
• Enjoys solving problems and learning new technologies.
• Works well with a small, high-performing IT team. 

Professional Growth & Learning Opportunities

• This role provides hands-on exposure to modern enterprise IT systems, including identity management, device management, networking, cloud services, cybersecurity, and collaboration platforms.
• Ideal for individuals who are eager to advance into more technical roles; you will learn alongside experienced engineers and participate in real-world IT projects.
• The organization invests in ongoing training, mentorship, and certification pathways for those who demonstrate initiative and a desire to grow.
• Opportunities to work on advanced areas over time — such as system administration, cloud operations, security, automation, and network infrastructure.