IT Help Desk

Job Description

Job Description

Job Summary

The Help Desk Technician Level 1 serves as the primary point of contact for internal employees experiencing technical issues. This role is responsible for providing initial triage, troubleshooting, and resolution for basic hardware, software, network, and peripheral issues. The ideal candidate possesses strong problem-solving skills, excellent communication, and a passion for delivering exceptional customer service.

Key Responsibilities

• First-Line Support: Acknowledge, log, and triage incoming IT support requests via ticketing system, email, phone, and walk-ups.
• Troubleshooting & Resolution: Diagnose and resolve basic technical issues involving Windows 10/11 operating systems, Microsoft 365 applications, printers, Wi-Fi connectivity, and hardware peripherals.
• Identity & Access Management: Perform basic user account management tasks, including password resets, onboarding/offloading user accounts, multi-factor authentication (MFA) setups, and account unlocking within Active Directory.
• Conference Room Support: Provide hands-on and remote support for conference room AV setups, specifically troubleshooting and maintaining Microsoft Teams Rooms (MTR) dedicated devices and displays.
• Workstation & Remote Desktop Support: Assist users with local workstation connectivity and troubleshoot basic access issues within local computer and Remote Desktop (RDP) environments.
• Hardware Maintenance: Provide basic physical hardware support, including installing desktop equipment and routinely replacing battery backups (UPS units) in office setups.
• Escalation Management: Document troubleshooting steps clearly within tickets and efficiently escalate unresolved, complex issues to Level 2/3 technicians or systems administrators.
• Documentation & Inventory: Maintain accurate inventory records for IT hardware and software assets. Create clear, step-by-step user manuals, "How-To" guides, and internal process documentation for routine IT workflows to build out the IT knowledge base.

Technical Qualifications & Skills

Required:

• Operating Systems: Solid understanding of Windows 10/11 environment diagnostics.
• Software & Remote Environments: Experience supporting Microsoft 365 suite (Outlook, Teams, Word, Excel, OneDrive) and familiarity connecting to Remote Desktop environments.
• Hardware & AV: Familiarity with desktop/laptop components, docking stations, network printers, mobile devices, and dedicated Microsoft Teams conference room hardware.
• Ticketing Systems: Basic familiarity with IT Service Management (ITSM) ticketing workflows (e.g., Jira Service Desk, ServiceNow, Freshservice, or similar).

Preferred (Plus):

• Basic exposure to Active Directory (AD) users and computers or Microsoft Entra ID.
• Familiarity with endpoint security agents (antivirus, VPN clients).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).

Soft Skills & Core Competencies

• Customer First Mindset: Exceptional patience, empathy, and a positive attitude when dealing with frustrated users.
• Communication: Ability to translate complex technical jargon into clear, easy-to-understand instructions for non-technical employees.
• Dependability: Strong time-management skills with the ability to prioritize tickets in a fast-paced environment.
• Thirst for Learning: A proactive drive to expand technical skills and shadow senior team members.

Education & Experience Requirements

• Experience: 0–2 years of experience in an IT support, customer service, or call center environment.
• Education: High School Diploma or equivalent required; Associate’s degree in Computer Science, Information Technology, or related field is a plus.
• Certifications (Optional/Preferred): CompTIA A+, Network+, or Microsoft Fundamentals certifications are highly desirable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand for extended periods of time, and to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to taste or smell. The employee is occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Employment Opportunity (“EEO”) Employer.

It has been and will continue to be a fundamental policy of Lucta/FFS not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws.

This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.