Information Technology Help Desk

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. 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. Requirements 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. Preferred Qualifications 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. Measures of Success 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). #J-18808-Ljbffr