IT Help Desk Technician I

The Judge Group•Town of Marion, NY

27d

About The Position

The Help Desk Technician I provides first-line technical support to end users across the organization. The technician is the initial point of contact for incoming tickets and calls, resolves common issues directly, and escalates work that exceeds the scope of the level with complete and accurate handoff detail.

Requirements

Zero to two years of experience in a technical support or customer-facing technical role. Relevant coursework, internship or demonstrated hands-on experience will be considered in place of formal work history.
Working knowledge of Windows desktop operating systems, Microsoft 365 and common business applications.

Nice To Haves

Certifications are a plus, such as CompTIA A+ or Microsoft Azure Fundamentals (AZ-900), with support to earn them on the job through the IT Operations specialty track program.

Responsibilities

Serves as the first point of contact for end-user support requests received by phone, email and ticket
Provides support for standard hardware, software, account and connectivity issues
Resolves routine incidents and service requests within documented procedures, escalating to Help Desk Technician II when scope or complexity exceeds the level
Responds to support tickets in a timely and efficient manner, ensuring that SLA response targets are met
Provides excellent customer service, maintaining a positive and professional attitude at all times
Records all work in the ticketing system, ensuring that detail, categorization and status are accurate and current
Images, configures and deploys workstations, laptops, mobile devices and peripherals
Completes new hire setup and equipment onboarding and offboarding tasks
Maintains accurate hardware inventory and asset records
Supports account creation, password resets and access requests under established procedures
Follows documented procedures and knowledge base articles, and reports gaps or errors found in them
Drafts knowledge base articles for issues seen repeatedly at first contact
Works alongside Help Desk Technician II and the Help Desk Technical Lead, escalating with complete and accurate detail
Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization
Builds foundational technical knowledge across operating systems, applications, peripherals and basic networking concepts
Enters an IT Operations specialty track and works toward its associated certification
Performs any other duties and tasks as assigned by management
Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.