IT Help Desk Technician I

Help Desk Technician IThe Help Desk Technician I provides first-line technical support to end users across the organization. The technician is the initial point of contact for incoming tickets and calls, resolves common issues directly, and escalates work that exceeds the scope of the level with complete and accurate handoff detail.This role reports to the Help Desk Senior Manager.ResponsibilitiesFirst-Line Technical SupportServes as the first point of contact for end-user support requests received by phone, email and ticketProvides support for standard hardware, software, account and connectivity issuesResolves routine incidents and service requests within documented procedures, escalating to Help Desk Technician II when scope or complexity exceeds the levelResponds to support tickets in a timely and efficient manner, ensuring that SLA response targets are metProvides excellent customer service, maintaining a positive and professional attitude at all timesRecords all work in the ticketing system, ensuring that detail, categorization and status are accurate and currentProvisioning and Asset SupportImages, configures and deploys workstations, laptops, mobile devices and peripheralsCompletes new hire setup and equipment onboarding and offboarding tasksMaintains accurate hardware inventory and asset recordsSupports account creation, password resets and access requests under established proceduresKnowledge and CollaborationFollows documented procedures and knowledge base articles, and reports gaps or errors found in themDrafts knowledge base articles for issues seen repeatedly at first contactWorks alongside Help Desk Technician II and the Help Desk Technical Lead, escalating with complete and accurate detailAbility to establish and maintain effective working relationships with a diverse group of people at all levels of the organizationDevelopment and Additional ResponsibilitiesBuilds foundational technical knowledge across operating systems, applications, peripherals and basic networking conceptsEnters an IT Operations specialty track and works toward its associated certificationPerforms any other duties and tasks as assigned by managementVersatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.QualificationsZero to two years of experience in a technical support or customer-facing technical role. Relevant coursework, internship or demonstrated hands-on experience will be considered in place of formal work history.Working knowledge of Windows desktop operating systems, Microsoft 365 and common business applications.Certifications are a plus, such as CompTIA A+ or Microsoft Azure Fundamentals (AZ-900), with support to earn them on the job through the IT Operations specialty track program.