Help Desk Technician I

Responsibilities

• Provide timely technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking issues.
• Respond to and manage helpdesk tickets, phone calls, and in-person requests with professionalism and a focus on customer satisfaction.
• Set up and configure workstations and user environments for new hires and replacements, including software installations, user data transfers, and peripheral setup.
• Support the onboarding and offboarding process using standardized forms and checklists.
• Maintain accurate and up-to-date IT asset inventory for assigned locations; participate in audits, asset tagging, lease returns, and decommissioning processes.
• Contribute to IT process improvements by helping create technical documentation and knowledge base articles to support user self-service and internal training.
• Aid in the implementation and maintenance of MDM solutions (e.g., MangeEngine, JAMF, InTune) for mobile device and computer endpoint management.
• Participate in IT projects such as system migrations, hardware refreshes, software rollouts, and office moves.
• Identify recurring issues and escalate unresolved problems to higher-level support or engineers.
• Look for ways to improve response/resolution time and service desk efficiency, including automation opportunities and form/process enhancements.
• Maintain a clean and organized workspace including IT storage areas.
• Carry and set up equipment up to 35 lbs.
• Identifies, researches, and resolves technical problems. Responds to telephone calls, emails/helpdesk tickets and personnel requests for technical support.

Qualifications

• High school diploma or equivalent required.
• Associate/Bachelor's degree or relevant technical certifications (e.g. CompTIA A+, CompTIA Network+, HDI Support Center Analyst, or Microsoft certifications) are preferred.
• Strong oral and written communication skills.
• 1-3 years of helpdesk or IT support experience in a professional environment.
• Proficiency in Windows 11, MacOS, and Microsoft 365 services.
• Familiarity with enterprise software ticketing systems (ServiceNow) and standard support tools.
• Basic knowledge of networking concepts and troubleshooting (Wi-Fi, DNS, VPN, etc.) and an understanding of ITSM, ITIL, and ITAM frameworks.
• Experience with a service desk platform (e.g. ServiceNow).
• Exposure to device management platforms such as JAMF, ManageEngine, or Microsoft Intune.
• Familiarity with workflow automation, scripting (e.g., PowerShell) and process documentation.