Help Desk Technician

About the role

The Help Desk Technician provides Tier 1 technical support to both onsite and remote employees, serving as the first point of contact for IT incidents and requests. This role involves troubleshooting, hardware setup, account administration, and thorough ticket documentation while ensuring compliance with service level agreements.

Key responsibilities

• Act as the initial contact via phone, email, walk‑up, or ticketing system; triage, resolve, or route incidents.
• Install and configure end‑user hardware and peripherals, applying approved firmware and driver updates.
• Support Windows 10/11, Microsoft 365 applications, and common line‑of‑business software.
• Perform Active Directory/Azure AD account administration, including password resets, unlocks, and group updates.
• Execute onboarding and off‑boarding checklists for devices, accounts, MFA, and access permissions.
• Maintain detailed ticket documentation and close tickets according to SLAs and categorization standards.
• Track end‑user assets, assist with inventory cycles, and manage device lifecycle processes.
• Coordinate vendor support when issues cannot be resolved internally and provide clear case notes.
• Travel to local offices or job sites as needed and support occasional off‑hours maintenance windows.
• Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.
• Contribute knowledge‑base articles and improve runbooks based on resolved tickets.

Required profile

• 1–2 years of experience in a Help Desk or Desktop Support role (or equivalent internship/certifications).
• Strong troubleshooting, communication, and time‑management abilities, with capacity to handle multiple tickets simultaneously.
• Willingness to learn, follow standard operating procedures, and collaborate with other IT teams.

Required skills

• Windows 10/11 operating systems
• Microsoft 365 applications
• Active Directory and Azure AD user administration
• Basic networking concepts (IP/DNS, Wi‑Fi, VPN)
• Ticketing system usage
• Hardware installation and peripheral configuration
• Imaging/MDM tools
• VoIP handset setup