Help Desk Technician - Day Shift
About The Position
The GEMSTONE program supports critical operational equipment used in advanced technical environments. The support desk serves as the primary operational intake point for incidents, service requests, and connectivity hardware management. Technicians support both technical incident response and device lifecycle operations, ensuring operational personnel always have working connectivity devices and equipment. The Help Desk Technician provides Level-1 operational support for equipment, connectivity devices, and operational tools supported by the GEMSTONE program. This role serves as the primary intake and triage point for incidents, service requests, and operational alerts. Technicians perform remote troubleshooting, manage service tickets, coordinate escalations, and support the lifecycle management of cellular dongles and associated hardware. Technicians ensure that all operational activity is documented within the ticketing system and that device lifecycle records remain accurate. The position operates within a 24/7 support environment and requires strong troubleshooting ability, attention to detail, and disciplined documentation.
Requirements
- Associate’s degree in IT, engineering technology, or related field (or equivalent experience).
- 2+ years of experience in technical support, help desk, or operations support roles.
- Strong troubleshooting and problem-solving skills.
- Experience using ticket management systems.
Nice To Haves
- Experience supporting hardware devices or connectivity equipment.
- Experience managing device inventory or asset tracking systems.
- Familiarity with mobile connectivity hardware such as cellular dongles or SIM devices.
- Experience working in a 24/7 operations environment.
Responsibilities
- Monitor support channels, including ticket systems, alerts, phone, and email for incoming incidents.
- Create and manage service tickets for all operational issues.
- PerformLevel-1triage and remote troubleshooting for reported incidents.
- Gather diagnostic information, including logs, user reports, and device status data.
- Resolve common issues involving configuration, connectivity, or device operation.
- Escalate complex incidents toLevel-2support, engineering teams, or field engineers when necessary.
- Communicate status updates to users and operational teams.
- Maintain accurate and complete ticket documentation.
- Provide connectivity devices, including cellular dongles and SIM cards.
- Maintain inventory records for all connectivity hardware.
- Assign devices to users and record assignments within the inventory system.
- Coordinate replacement of failed hardware through spare inventory pools.
- Initiate and track Return Merchandise Authorization (RMA) processes for defective devices.
- Track device serial numbers, SIM information, vendor details, and user assignments.
- Coordinate device recovery and inventory return during user offboarding.
- Assist with logistics coordination for shipping, receiving, and distribution of connectivity hardware.
- Maintain accurate lifecycle records for all managed devices.
- Monitor recurring issues and report trends to the Help Desk Lead.
- Support operational reporting by ensuring ticket and device records remain accurate.
- Follow all GEMSTONE procedures related to ticket lifecycle management and incident documentation.
Benefits
- Medical, Dental & Vision coverage
- Supplemental insurance options
- 401(k) with company match
- Paid Time Off (PTO)
- Paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
