Help Desk Technician I

About the role

The Help Desk Technician L1 provides first-level end-user support for workstations, telephones, printers, and computer issues in a fast-paced environment. The role focuses on delivering quick, empathetic solutions to internal customers while managing and resolving technical problems efficiently.

Responsibilities

• Manage the help desk ticketing system, routing incidents to the correct IT groups.
• Provide first-level support for IT issues, including workstation break/fix, error resolution, and endpoint security management (e.g., antivirus and anti-malware).
• Configure, install, and deploy new workstations, telephones, printers, and other IT equipment.
• Troubleshoot and resolve hardware and software problems, including routine issues fixable during a phone call.
• Apply knowledge of software and hardware applications to address user issues following standard practices.
• Collaborate with team members to escalate and resolve ongoing issues.
• Install, test, and upgrade systems and software; debug applications and run diagnostics.
• Document incoming calls and specific issues to identify patterns or recurring problems.
• Create manuals for future reference on specific technical problems.
• Troubleshoot new installations and perform maintenance to prevent future issues.
• Install software on workstations for new or existing employees.
• Stay updated on emerging information technologies and current trends.
• Provide emergency on-call support as needed.
• Perform other duties as assigned.

Requirements

• 1-2+ years of related experience.
• Customer service experience.
• Familiarity with hardware, operating systems, networks, virus software, firewalls, and routers.
• Experience with upgrades, installations, and common technical issues in Windows and mobile applications.
• Ability to make quick decisions with limited information and solve problems efficiently.
• Ability to read and understand complex manuals and terminology.
• Strong understanding of hardware and software.
• Excellent communication skills.
• Keen attention to detail.
• Ability to recognize patterns and diagnose complex technical issues.

Qualifications

• Network+, A+, IT Fundamentals, or Windows workstation certifications (bonus).
• Associate or Bachelor’s degree highly preferred.

Schedule

• Travel: 10%.
• Emergency on-call support as needed.