Help Desk Technician (IT Support Specialist I)

Job Description

Job Description

Job Type: Full-Time

Pay Range: $28/hour ($58,000 annually)

Position Summary

We are seeking a motivated and customer-focused Help Desk Technician (IT Support Specialist I) to join our IT team. This role serves as the primary point of contact for end-user technical support and is responsible for delivering hands-on IT assistance across office and warehouse environments.

The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive mindset. This role combines desk-side support, device deployment, field support, and operational follow-through while partnering with senior IT staff to ensure reliable and efficient technology support across the organization.

Key Responsibilities

End-User Support

• Serve as the first point of contact for IT support requests and incidents
• Troubleshoot Windows operating systems, Microsoft Office applications, login/account issues, printers, and connectivity problems
• Support desktops, laptops, mobile devices, peripherals, and user-facing technology
• Configure and troubleshoot printers, multifunction devices, and related hardware
• Provide timely communication and updates to end users throughout the support process
• Ticket Management & Documentation
• Manage incidents and service requests through ticketing platforms such as Freshservice, Freshdesk, ServiceNow, or similar systems
• Accurately document troubleshooting steps, resolutions, deployments, and device changes
• Maintain organized records of support activity and inventory updates
• Contribute to IT documentation, SOPs, and knowledge base articles

Field Support & Deployments

• Perform on-site support in office and warehouse environments
• Stage, deploy, install, replace, and decommission workstations and equipment
• Mount and replace hardware including workstations, cameras, and peripherals
• Assist with basic cabling and physical equipment installations
• Support CCTV systems with device replacement and connectivity troubleshooting

Asset & Operational Support

• Maintain accurate inventory records for IT assets and equipment
• Assist with procurement, staging, tracking, and lifecycle management of devices
• Gather operational details, photos, and documentation for projects and issue tracking
• Escalation & Team Collaboration
• Perform initial troubleshooting and determine when escalation is necessary
• Escalate unresolved issues to Tier 2/3 IT staff with complete documentation
• Collaborate with team members to minimize downtime and ensure timely issue resolution

Required Qualifications

• 1–3 years of experience in a Help Desk or IT Support role
• Strong troubleshooting experience with:
• Windows operating systems
• Microsoft Office applications
• Printers and peripherals
• End-user hardware
• Experience with Active Directory user management, permissions, and group membership
• Familiarity with ticketing or ITSM systems (Freshservice, Freshdesk, ServiceNow, Jira Service Management, etc.)
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and connectivity troubleshooting

Preferred Qualifications

• Experience with endpoint management tools such as Intune or SCCM
• Familiarity with ITIL concepts and service management practices
• Experience with structured cabling (Cat6, fiber)
• Familiarity with VoIP or telephony systems
• Experience supporting CCTV or surveillance systems
• Experience in warehouse or multi-site environments

Our Professional Division works with clients as a stakeholder in their hiring strategy and process. We facilitate a solid match for our employees and clients, examining the experience and team dynamics required for a great match. Our professional team was handpicked from 25 years of recruiting and staffing experience to build our Professional team to be the best in the industry. We focus on professional placements in your Executive Placement, Accounting & Finance, Human Resources, and Administrative Support areas. We place candidates leveraging direct hire, contract-to-hire, contingent, and “Smart Hire” modalities.

Company Description

Our Professional Division works with clients as a stakeholder in their hiring strategy and process. We facilitate a solid match for our employees and clients, examining the experience and team dynamics required for a great match. Our professional team was handpicked from 25 years of recruiting and staffing experience to build our Professional team to be the best in the industry. We focus on professional placements in your Executive Placement, Accounting & Finance, Human Resources, and Administrative Support areas. We place candidates leveraging direct hire, contract-to-hire, contingent, and “Smart Hire” modalities.