Help Desk Technician I

Job Title: Help Desk Technician I

Position Summary

The Help Desk Technician I provides first-level technical support to end users, serving as the initial point of contact for IT-related issues and requests. This role focuses on troubleshooting and resolving routine hardware, software, and access issues while delivering excellent customer service. The technician demonstrates growing technical independence, strong communication skills, and a commitment to meeting service expectations.

Key Responsibilities

• Provide first-level support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve routine issues related to operating systems, standard software, hardware, mobile devices, and basic network connectivity.
• Assist with software installations, updates, and configuration of end-user devices.
• Document incidents, requests, troubleshooting steps, and resolutions accurately within the ticketing system.
• Escalate complex or unresolved issues to higher-level support teams in accordance with established procedures.
• Communicate clearly and professionally with users, providing timely status updates and setting appropriate expectations.
• Follow established IT processes, standards, and security best practices.

Required Skills & Qualifications

• 1–2+ years of related experience in an IT help desk, technical support, or customer-facing technical role.
• Working knowledge of common operating systems (Windows and/or macOS), standard applications, and basic networking concepts.
• Familiarity with mobile device and application troubleshooting.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to document work clearly and consistently.
• Demonstrated problem-solving skills and willingness to learn new technologies.

Desired Attributes

• Reliable, organized, and able to manage multiple tasks in a fast-paced environment.
• Demonstrates accountability and ownership of assigned work.
• Comfortable working both independently and as part of a team.

Performance Expectations

• Consistently meets service-level agreements (SLAs) and resolution targets.
• Accurately documents tickets and maintains high-quality records.
• Adheres to established support processes and workflows.

Travel: 

10%

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