Desktop Support Technician, Tier I

Job Summary

The Desktop Support Technician – Tier I provides frontline technical support to staff utilizing desktops, laptops, mobile devices, applications, telecommunications equipment, peripherals, and related technology. This position serves as the initial point of contact for technical support requests and is responsible for diagnosing and resolving routine hardware, software, application, connectivity, and user-access issues.

The Desktop Support Technician I performs basic troubleshooting, equipment setup and deployment, software installation, password and account support, hardware support, and technical documentation in accordance with established policies, procedures, and standards. Issues requiring advanced troubleshooting or elevated technical expertise are escalated to Tier II or the appropriate technical resource.

The position requires strong customer service, communication, organization, documentation, time-management, and problem-solving skills. Work is performed both independently and collaboratively, with appropriate supervision, and may require technical support at multiple agency locations.

This position requires flexibility in work scheduling to support organizational operations. Regular work schedules may include an 8:00 a.m.–5:00 p.m. shift or an 11:00 a.m.–8:00 p.m. shift, based on departmental staffing and operational needs. Participation in scheduled after-hours/on-call support is also required.

Qualifications

Education: High School Diploma or G.E.D. required.

License or Certification: CompTIA A+, Microsoft, or similar entry-level industry certifications is a plus.

Experience:

• One (1) to three (3) years of Help Desk, desktop support, technical support, or related Information Technology experience required. Candidates with less than one (1) year of experience must demonstrate equivalent technical aptitude through relevant coursework, certifications, self-directed projects, or hands-on technical training.

• Relevant internship, technical training, or hands-on support experience may be considered as part of the candidate’s overall qualifications.

Essential Duties and Responsibilities

Technical Support & Troubleshooting

• Provides Tier I technical support for routine hardware, software, application, connectivity, telecommunications, and user-access issues.

• Serves as a frontline point of contact for employees requesting technical assistance.

• Provides in-person, telephone, email, and remote technical support in accordance with established service expectations.

• Troubleshoots common Windows operating system, desktop, laptop, printer, peripheral, mobile device, and approved application issues.

• Performs basic troubleshooting of wired and wireless connectivity, VPN access, and other endpoint connectivity issues.

• Performs basic hardware diagnostics and identifies equipment requiring repair, replacement, or advanced troubleshooting.

• Researches known issues and utilizes available technical documentation and knowledge resources to resolve support requests.

• Follows established troubleshooting procedures before escalating incidents.

• Escalates complex, recurring, or unresolved technical issues to Tier 2 or the appropriate technical resource with complete documentation of troubleshooting performed.

Account, Application & System Support

• Provides basic user account, password, authentication, and access support in accordance with established security policies and procedures.

• Assists with approved user account and access changes within the scope of assigned permissions.

• Provides first-level support for Microsoft 365, Windows, authentication, and approved organizational applications.

• Installs and configures approved software and applications according to established procedures.

• Supports mobile devices, telecommunications equipment, and related end-user technologies.

• Identifies account, application, or system issues requiring elevated permissions or advanced troubleshooting and escalates them appropriately.

Equipment Deployment & Asset Management

• Configures, installs, deploys, and supports desktops, laptops, monitors, printers, docking stations, mobile devices, telecommunications equipment, and other supported technology.

• Sets up equipment for new employees, replacements, equipment refreshes, relocations, and other operational needs.

• Performs basic equipment testing to verify devices and peripherals are functioning properly before deployment.

• Assists with equipment moves, replacements, refreshes, and deployment activities.

• Maintains accurate hardware, software, telecommunications, and technology asset information within established tracking systems.

• Ensures equipment is properly documented, tagged, assigned, and updated in applicable inventory systems.

• Reports missing equipment, inventory discrepancies, equipment damage, or other asset concerns to the appropriate supervisor.

• Assists with technology deployment projects across agency locations as assigned.

Help Desk Operations & Documentation

• Documents, tracks, monitors, and updates user support requests within the established Help Desk ticketing system.

• Records troubleshooting steps, actions taken, user communication, and resolutions clearly and accurately.

• Maintains ownership of assigned tickets through resolution or appropriate escalation.

• Provides timely status updates to users regarding incidents, service requests, resolutions, and next steps.

• Prioritizes support requests according to established procedures, urgency, business impact, and service expectations.

• Follows established Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), security policies, and departmental standards.

• Utilizes available technical documentation, knowledge-base articles, and troubleshooting procedures.

• Identifies recurring issues or documentation needs and communicates them to Tier II, Senior IT Support Specialist, or IT management.

Training & Customer Support

• Provides basic instruction and guidance to employees regarding supported hardware, software, telecommunications equipment, and organizational systems.

• Assists users with the proper use of computers, applications, peripherals, and other supported technology.

• Assists with technology orientation and training for new employees as needed.

• Communicates technical information clearly to employees with varying levels of technical knowledge.

• Maintains a high level of professionalism, patience, and customer service when assisting users.

• Ensures users understand completed resolutions or appropriate next steps before closing support requests.

After-Hours Support

• Participates in the scheduled Tier I after-hours/on-call support rotation.

• Responds to assigned after-hours support requests in accordance with established departmental procedures, response expectations, and escalation protocols.

• Provides initial troubleshooting and support for after-hours incidents within the scope of Tier I responsibilities.

• Documents after-hours incidents and actions taken in the appropriate Help Desk system.

• Escalates unresolved, critical, or higher-level after-hours incidents to Tier II, Senior IT Support Specialist, or the appropriate technical resource in accordance with established escalation procedures.

Other Non-Essential Duties and Responsibilities

• Travels to agency locations as needed to provide onsite technical support, equipment deployment, troubleshooting, training, or other IT assistance.

• Performs other related duties and technical tasks as assigned.

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Skills:

Technical Skills

• Working knowledge of Windows desktop operating systems and troubleshooting.

• Working knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.

• Basic hardware diagnostic and troubleshooting skills.

• Basic knowledge of user account and access administration.

• Basic understanding of wired and wireless network connectivity and VPN troubleshooting.

• Ability to install, configure, troubleshoot, and support desktops, laptops, printers, peripherals, mobile devices, and telecommunications equipment.

• Ability to use established documentation, diagnostic tools, knowledge resources, and troubleshooting procedures to resolve technical issues.

• Ability to recognize issues requiring more advanced troubleshooting and appropriately escalate them.

Analytical & Problem-Solving Skills

• Strong basic troubleshooting and problem-solving skills.

• Ability to gather relevant information from users to accurately identify technical issues.

• Ability to follow logical troubleshooting steps and established technical procedures.

• Ability to distinguish routine Tier I issues from problems requiring Tier II or higher-level support.

• Demonstrates sound judgment when prioritizing support requests and escalating incidents.

Communication & Customer Service

• Strong verbal and written communication skills.

• Ability to explain technical information clearly to nontechnical users.

• High level of professionalism and customer-service focus.

• Ability to communicate status updates and next steps clearly and professionally.

• Ability to work effectively with employees from diverse backgrounds and with varying levels of technical knowledge.

• Demonstrates patience, professionalism, and responsiveness when working with users.

Organization & Independence

• Strong time-management and organizational skills.

• Ability to prioritize multiple incidents, service requests, and competing responsibilities.

• Ability to work independently within established procedures while seeking assistance when appropriate.

• Demonstrates initiative, accountability, dependability, and follow-through.

• Maintains clear and accurate technical documentation and ticket records.

• Maintains confidentiality and security of client, staff, and agency information.

Core Competencies

Analytical Thinking: Gathers relevant information, follows established troubleshooting processes, and identifies logical solutions to routine technical issues.

Problem Solving: Applies technical knowledge, available resources, and established procedures to identify and resolve end-user technical problems.

Customer Focus: Provides timely, professional, courteous, and effective technical support while maintaining a positive customer experience.

Communication: Communicates technical information, instructions, status updates, and resolutions clearly and effectively, both verbally and in writing.

Teamwork: Collaborates effectively with Help Desk team members and appropriately engages Tier II, Senior IT Support Specialist, management, vendors, or other technical resources when assistance is needed.

Accountability: Takes ownership of assigned support requests and follows issues through resolution or appropriate escalation.

Time Management: Effectively prioritizes incidents, service requests, equipment deployments, and daily responsibilities.

Adaptability: Demonstrates a willingness and ability to learn new technologies, procedures, applications, and technical skills as organizational needs change.

Work Schedule & After-Hours Support

The Desktop Support Technician – Tier I is expected to maintain flexibility to support departmental and organizational operations.

Regular departmental schedules may include:

• First Shift: 8:00 a.m.–5:00 p.m.

• Second Shift: 11:00 a.m.–8:00 p.m.

Shift assignments are based on departmental staffing and operational needs and may be modified as business needs change.

The position also requires participation in the established after-hours/on-call support rotation. Scheduled after-hours coverage may include evenings, weekends, and holidays.

Employees are expected to respond to assigned support requests in accordance with departmental after-hours procedures and escalation protocols.

Working Conditions

This position operates in professional office, healthcare, and other agency environments and routinely uses computers, technical equipment, and standard office equipment.

While performing the duties of this position, the employee may be required to sit for extended periods, stand, walk, bend, reach, use hands and fingers, and lift or move computer equipment and other technology assets weighing up to 50 pounds.

Travel between agency locations may be required to provide onsite technical support, equipment deployment, troubleshooting, training, and other IT assistance.

The position requires schedule flexibility and participation in established departmental shift and after-hours/on-call coverage.

The Centers is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.