Help Desk Technician

Job Duties

• Provide Level 1 support for client-reported issues via phone, email, or ticketing system.
• Troubleshoot common user issues including password resets, email access, device performance, printing, and basic networking.
• Monitor and respond to alerts for supported environments.
• Participate in the oncall rotation to provide after-hours emergency support as scheduled.
• Configure and deploy new workstations per Winsor’s documented imaging and setup procedures.
• Travel onsite when necessary to assist with support issues that require a physical presence.
• Escalate unresolved issues to Tier 2 or Systems teams following Winsor’s documented escalation paths.
• Maintain accurate and thorough documentation of client interactions, troubleshooting steps, and resolutions.
• Adhere to established SLAs, escalation timelines, and clientspecific standards.
• Contribute to internal documentation and process improvement initiatives.
• Deliver a positive customer experience by maintaining a helpful and professional demeanor in all interactions.

Preferred Skills

• Foundational understanding of Microsoft 365, Windows 10/11, and basic networking (TCP/IP, DNS, DHCP), application troubleshooting.
• Excellent verbal and written communication skills with an emphasis on client service.
• Experience with RMM/PSA tools (ConnectWise Manage, Automate, ScreenConnect) is a plus.
• Ability to follow defined processes and troubleshoot using checklists or SOPs.
• Strong time management and organizational skills.
• Commitment to continual learning and process improvement.

Experience

• 12 years of experience in a help desk or technical support role preferred.
• Experience working in a Managed Service Provider (MSP) or multiclient support environment is a plus.
• Familiarity with ITIL principles is a bonus but not required.

Education

• A high school diploma or equivalent required.
• An associate degree in IT, Computer Science, or related field preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are advantageous.