IT Helpdesk Technician (Tier 1)

Description This•Saint Joseph, MO

About The Position

The IT Helpdesk Technician (Tier 1) is a professional Information Systems position that follows Family Guidance Center policies and industry best practices. As the first line of technical support, the technician identifies, troubleshoots, and resolves basic technical issues, maintains user satisfaction, and escalates unresolved matters to the MIS Director. The position combines technical troubleshooting with customer service, providing prompt, accurate, and professional support while maintaining clear records and smooth escalation processes. The role provides Tier 1 support for computers, mobile devices, phones, printers, software, operating systems, and network access. It also performs basic account-management and endpoint-provisioning tasks, tracks equipment during employee onboarding and offboarding, maintains service desk records and documentation, and helps ensure endpoints comply with cybersecurity policies. The technician may perform special projects and other duties assigned by the MIS Director or Co-CEO.

Requirements

Minimum of 1–2 years of verified experience operating with an enterprise ticketing system.
Must successfully pass a background screening in accordance with 9 CSR 10-5.190.
Must possess a valid driver’s license and remain insurable under Family Guidance Center automobile liability insurance.
Attention to detail and strong time-management habits to track competing ticket priorities.
Ability to work well with others and explain issues and applications to non-technical people.
Ability to handle confidential information appropriately.

Nice To Haves

BA/BS in Computer Information Systems or a related field; experience may be substituted for degree requirements.
Familiarity with Windows, ChromeOS, and iOS deployment via Intune.
Understanding of core infrastructure concepts, including DHCP, DNS, IP addressing, LAN, and WAN.

Responsibilities

Troubleshoot hardware malfunctions involving PCs, thin clients, Chromebooks, iPads, desk phones, mobile phones, and multifunction network printers.
Resolve software application crashes, operating system errors, and network access issues.
Guide users through basic network connectivity issues, including Wi-Fi and mobile connectivity with hotspots.
Perform Tier 1 endpoint remediation using remote desktop control tools.
Perform basic identity-management tasks, including password resets, multi-factor authentication setup, and account unlocks in Active Directory or Microsoft Entra ID.
Image, test, and deploy Family Guidance Center endpoints using automated deployment tools.
Coordinate secure distribution and tracking of technical equipment assets during employee onboarding and offboarding.
Maintain support-ticket logs in the IT Service Desk platform, including time to resolution and resolution steps.
Contribute to standard operating procedure documentation and update user-facing self-service solution articles.
Validate active antivirus deployment and software update status to help ensure endpoints comply with corporate cybersecurity policies.
Perform special projects and other duties assigned by the MIS Director or Co-CEO.