Help Desk Technician I - PM Shift

Position Summary:

We are seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team. This position provides advanced front-line technical support to internal staff and external customers, resolving a wide range of issues including system access, hardware, software, application, and network troubleshooting.  Candidates must be able to work 1:00 - 10:00 PM ET, M-F.

Ideal candidates will demonstrate strong communication, organizational, and problem-solving abilities, along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development.

Key Responsibilities:

• Provide timely and professional technical support via phone, email, and ticketing system (ConnectWise) for desktop and application issues.
• Troubleshoot and resolve problems related to:
• User accounts and password resets
• Microsoft Windows 10 and 11, and Microsoft Office 365 applications
• Network connectivity (wired and wireless)
• Printers, scanners, and peripheral devices
• Mobile devices (iOS/Android)
• Assist users with proper hardware and software configurations.
• Document detailed technical steps and resolutions in the ticketing system.
• Escalate complex or unresolved issues to Tier 2 support with appropriate documentation.
• Author and maintain internal knowledgebase articles and user guides for self-service support.
• Participate in team knowledge sharing and contribute to continuous improvement of IT processes.
• Provide occasional end-user training or onboarding assistance for common tools and systems.

Required Skills and Qualifications:

• Proficiency with:
• Windows 10/11 desktop operating systems
• Microsoft Office 365 suite (Outlook, Word, Excel, Teams, OneDrive)
• Basic networking concepts (IP, DNS, DHCP, VPN)
• Excellent interpersonal and communication skills
• Ability to translate technical information to non-technical users.
• Strong organizational skills and a commitment to follow-through.
• Self-motivated with a passion for problem-solving and customer satisfaction.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with ticketing systems (ConnectWise preferred) and documentation best practices.
• Ability to work 1:00 - 10:00 PM ET, M-F.

Preferred Skills:

• Experience with Windows Server environments (Active Directory, Group Policy)
• Exposure to SQL, scripting, or automation tools (PowerShell)
• Familiarity with Mac OS
• Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms
• Basic understanding of cybersecurity principles and best practices

Preferred Education & Experience:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field preferred.
• 2-3 years of experience in a help desk or IT support role.
• 2+ years of experience in a customer service or technical support setting.

Other Requirements:

• Successful completion of a background investigation and credit check is required.

EOE M/F/D/V