Help Desk Support Technician I
About The Position
The Help Desk Support Technician I serves as the primary point of contact for all incoming technical support inquiries, providing essential first-level technical assistance to end users. This role is crucial for ensuring the smooth operation of the organization’s digital infrastructure, including computer systems, Virtual Desktop Infrastructure (VDI), and a wide range of hardware and software assets. They will be responsible for rapidly addressing user issues, documenting all actions, and escalating complex problems to senior IT staff to maintain a high standard of customer service and technical efficiency.
Requirements
- High school diploma or equivalent
- Basic knowledge of computer hardware, Windows/macOS operating systems, and Microsoft Office applications
- Strong problem-solving, communication, and organizational skills
- Customer-focused mindset with the ability to learn quickly and follow procedures
- Ability to multi-task with strong organizational and time management skills
- Good self-direction and ability to problem solve and work as a team
- A sense of humor.
Nice To Haves
- Associate’s degree in Information Technology preferred
- CompTIA A+ certification preferred
- Familiarity with Virtual Desktop Infrastructure (VDI) preferred
Responsibilities
- Act as the initial point of contact for all technical issues and requests submitted via the ticketing system, or other communication channels.
- Triage, prioritize, and manage a high volume of support requests in a timely and professional manner.
- Diagnose and resolve a wide array of common technical issues, including, but not limited to, hardware failures, software application errors, operating system malfunctions, and user login issues. This includes providing remote and, when necessary, hands-on support.
- Provide dedicated first-level support for the organization’s Virtual Desktop Infrastructure (VDI), addressing user-specific issues such as connectivity problems, virtual machine access failures, and basic navigation and performance concerns within the VDI environment.
- Execute routine account administration tasks, including password resets, account lockouts, and initial user access provisioning for various applications and network resources, following established security protocols.
- Meticulously document all technical support incidents, including a detailed description of the issue, the troubleshooting steps taken, the final resolution, and any necessary follow-up actions. This documentation will be maintained in the help desk ticketing system to ensure a complete and accurate historical record.
- Identify and escalate complex or unresolved issues to the appropriate senior team members, such as the Help Desk Support Technician II, Director of Help Desk Support, or Director of IT Infrastructure. Ensure all relevant documentation is provided during the escalation process to facilitate a seamless transition and rapid resolution.
- Assist with the setup, configuration, and deployment of new workstations, laptops, and mobile devices.
- Install and configure essential software applications and troubleshoot any peripheral devices (e.g., printers, scanners, monitors) to ensure they are fully operational for end users.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
