Help Desk Support Engineer I

About the role

The Help Desk Support Engineer I is responsible for providing technical support across Fleet Response’s end-user technology environment. This role helps ensure the reliable operation of computer systems, telephony, collaboration tools, endpoints, identity services, and other technologies employees rely on to perform their responsibilities. The Help Desk Support Engineer I receives, prioritizes, documents, troubleshoots, and resolves end-user support requests using diagnostic tools, ticketing systems, technical documentation, and hands-on or remote support. This position also supports device deployment, user access, employee onboarding and offboarding, technology asset management, documentation, and continuous improvement initiatives.

Responsibilities

• Respond to incoming end-user support requests submitted by telephone, email, ticketing portal, or other approved support channels in a courteous and timely manner.
• Gather and document relevant end-user information, including name, department, contact information, affected systems, and details regarding the technical issue or request.
• Build rapport with end users and ask appropriate