Help Desk Technician I

About the Opportunity

The Help Desk Technician I will serve as a first point of contact for technical support, assisting end-users in person, by phone, and electronically with hardware, software, network, and peripheral device issues in an on-site work environment. This entry-level position is well suited for individuals with foundational IT skills and a strong commitment to customer service. Working as part of a collaborative support team, the Help Desk Technician I will help maintain uninterrupted business operations through efficient, consistent, and timely issue resolution.

Success in this role looks like resolving user issues accurately and promptly, documenting work thoroughly, and knowing when to escalate.

Requirements

What You Will Do in This Role

The Help Desk Technician I provides first-level technical support to end-users, troubleshooting and resolving IT issues while maintaining accurate records of all support activity.

Responsibilities include:

• Respond to and resolve help desk requests received by phone, email, or ticketing system in a professional and timely manner
• Troubleshoot and resolve first-level hardware, software, and network issues involving desktops, laptops, printers, and other devices
• Document all issues and resolutions in the ticketing system to track support cases and identify recurring problems
• Install, update, and configure software, including operating systems and office applications
• Provide basic network support, including troubleshooting connectivity, VPN, and wireless network issues
• Assist with system backups and restores as needed
• Escalate or reassign advanced requests to the appropriate technician or staff member
• Consult technical manuals, confer with users, and run computer diagnostics to investigate and resolve problems
• Inspect equipment and review order sheets to prepare equipment for delivery to users
• Perform other duties and responsibilities as assigned.

What You Will Bring

Required qualifications:

• Associate’s degree in Information Technology or a related field; equivalent combination of education and experience may be considered in lieu of a degree
• 1–2 years of experience in help desk, IT support, or a related customer service role
• Strong attention to detail with a thorough, organized approach to completing tasks
• Demonstrated commitment to delivering a positive customer service experience in line with company quality standards

Preferred qualifications:

• Industry certifications such as CompTIA A+, Network+, or Security+
• Hands-on experience with a help desk ticketing system
• Flexibility to work outside standard business hours for emergency support and scheduled maintenance as needed

Work authorization/security clearance requirements

• Ability to obtain a security clearance.

Work Environment

• This work is normally completed in an on-site environment.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to access and navigate each department at the organization's and client facilities.

Travel Required

• No

Proficiency Requirement

• The employee is expected to demonstrate proficiency in all essential job functions, tools, and processes related to this position within the first 90 days of employment. This includes acquiring a thorough understanding of job-specific responsibilities, systems, and workflows as outlined during onboarding and training. Failure to meet this requirement may result in additional training, reassessment, or other actions as deemed necessary by management.