Help Desk Support Engineer I

Job Description

Job Description

Job Summary

The Help Desk Support Engineer I is responsible for providing technical support across Fleet Response’s end-user technology environment. This role helps ensure the reliable operation of computer systems, telephony, collaboration tools, endpoints, identity services, and other technologies employees rely on to perform their responsibilities.

The Help Desk Support Engineer I receives, prioritizes, documents, troubleshoots, and resolves end-user support requests using diagnostic tools, ticketing systems, technical documentation, and hands-on or remote support. This position also supports device deployment, user access, employee onboarding and offboarding, technology asset management, documentation, and continuous improvement initiatives.

Essential Duties and Responsibilities

Includes, but is not limited to, the following:

• Respond to incoming end-user support requests submitted by telephone, email, ticketing portal, or other approved support channels in a courteous and timely manner.

• Gather and document relevant end-user information, including name, department, contact information, affected systems, and details regarding the technical issue or request.

• Build rapport with end users and ask appropriate questions to accurately identify and understand technical problems.

• Prioritize and schedule support requests based on urgency, impact, and business needs.

• Escalate complex or unresolved issues to the appropriate technical team member or leader when necessary.

• Record, track, and document troubleshooting steps, actions taken, decisions made, and final resolutions within the help desk ticketing system.

• Use diagnostic tools and technical resources to identify and resolve hardware, software, application, connectivity, and other technology issues.

• Research software updates, drivers, knowledge bases, support agreements, FAQs, and other technical resources to support issue resolution.

• Maintain working knowledge of the software, hardware, systems, and services used and supported by Fleet Response.

• Ensure documented security practices, access requirements, and technology procedures are followed during all support activities.

• Perform hands-on desktop and endpoint support, including installing and upgrading software, installing hardware, configuring applications, performing backups, and reformatting devices when necessary.

• Deploy and manage company devices and technology services for end users.

• Support secure onboarding and separation activities for company, client, and partner accounts.

• Administer user and application access rights and escalate access requests when additional authorization is required.

• Perform preventative maintenance and routine checks of workstations, printers, peripherals, and other supported technology equipment.

• Test implemented fixes to confirm issues have been fully resolved.

• Conduct post-resolution follow-up when appropriate to confirm user needs have been met.

• Develop and maintain help sheets, FAQs, procedures, and other user-friendly support documentation.

• Maintain and audit Fleet Response’s technology asset inventory.

• Coordinate work with other IT teams, vendors, supervisors, managers, and business partners as needed.

• Conduct basic technical research, gather data, prepare reports, and support department surveys or operational analysis.

• Create, document, and communicate efficient procedures for assigned areas of responsibility.

• Provide presentations, technical guidance, or user education when appropriate.

• Maintain organized technical documentation, reference materials, procedures, and knowledge resources to support continuity within the department.

• Provide high-quality customer service and communicate accurate and timely information to employees and other groups supported by Information Technology.

• Identify recurring issues or opportunities for improvement and recommend changes to procedures, systems, or support practices.

• Maintain confidentiality of sensitive company, employee, customer, legal, financial, and other protected information encountered through job responsibilities.

• Support other Information Technology team members and departmental priorities as business needs require.

• Maintain consistent and timely attendance.

• Perform additional technology-support duties and initiatives as assigned.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform duties outside their normal responsibilities as business needs dictate.

Qualifications

Required Qualifications

• High school diploma or equivalent.

• One or more years of experience with computer-related configuration, maintenance, troubleshooting, or technical support.

• One or more years of experience supporting Microsoft Office 365/Microsoft 365.

• One or more years of experience supporting Windows Server and Active Directory.

• Demonstrated ability to provide high-quality, customer-focused technical support.

• Strong troubleshooting and problem-solving capabilities.

• Strong listening, communication, follow-through, and follow-up skills.

• Ability to identify customer needs and communicate technical information effectively.

• Ability to multitask and prioritize competing requests and responsibilities.

• Strong initiative and ability to work successfully with minimal direction.

• Ability and willingness to work effectively as part of a collaborative technology team.

Preferred Qualifications

• Experience supporting and deploying devices through a Mobile Device Management platform.

• Experience supporting cloud-based accounts through Microsoft Entra ID.

• Experience supporting and administering antivirus or endpoint-security platforms.

• Experience supporting 3CX, PBX, or comparable telephony systems.

• Experience with PowerShell, Python, or other automation scripting languages.

• Demonstrated ability to identify and resolve difficult network and system-related problems using troubleshooting and decision-making skills.

• Excellent written and verbal communication skills.

• Experience using AI tools such as Microsoft Copilot, ChatGPT, or Grok to assist with analyzing and resolving technical issues.

Knowledge, Skills & Abilities

• Strong customer-service orientation with the ability to support users professionally and respectfully.

• Strong troubleshooting, diagnostic, and technical problem-solving skills.

• Working knowledge of Microsoft 365, Windows environments, Active Directory, and general end-user technology support.

• Ability to deploy, configure, maintain, and troubleshoot desktops, laptops, applications, peripherals, and related end-user technology.

• Knowledge of user provisioning, access administration, and secure onboarding and offboarding practices.

• Ability to maintain accurate ticket documentation and technology asset records.

• Understanding of escalation practices and the ability to recognize when an issue requires support from another technical team.

• Ability to create clear, user-friendly technical documentation, procedures, FAQs, and knowledge resources.

• Familiarity with scripting, automation tools, or AI-assisted troubleshooting methods used to improve help desk efficiency.

• Strong organizational and prioritization skills.

• Strong written, verbal, and interpersonal communication skills.

• Ability to explain technical information clearly to users with varying levels of technical knowledge.

• Ability to work independently while remaining collaborative and responsive to team needs.

• Ability to coordinate effectively with vendors, technical teams, supervisors, and business partners.

• Strong attention to detail and commitment to accurate documentation.

• Ability to maintain confidentiality and appropriately handle sensitive information.

• Strong sense of ownership, accountability, follow-through, and continuous improvement.

Physical Demands & Work Environment

• Work is performed primarily in a professional office and technology-support environment.

• Requires prolonged periods of sitting, typing, computer use, and telephone communication.

• Requires the ability to move throughout the workplace and position oneself to access computers, equipment, files, and office machinery.

• Requires close visual attention when diagnosing system issues, reviewing technical documentation, and working with computer equipment.

• Regular use of wrists, hands, and fingers is required for computer, phone, and equipment-related tasks.

• Must be able to communicate effectively in person, by telephone, through remote-support tools, and through electronic communication.

• Must occasionally be able to lift, transport, or reposition technology equipment weighing up to 50 pounds, with or without reasonable accommodation.

• May occasionally be exposed to moving equipment components or elevated noise levels associated with technology devices and systems.

• Occasional travel is required for workshops, seminars, training, presentations, consulting or advising activities, and visits to branch or extension sites.

Work Schedule

This is a full-time, non-exempt position working approximately 40 hours per week, Monday through Friday.

Work hours may vary based on operational needs and will be determined by department leadership.

This position may occasionally require off-hours work to support configuration or installation of servers, network devices, security appliances, and related technology components.

Occasional schedule flexibility or additional hours may be required to address system issues, technology deployments, maintenance activities, or other operational needs.