Help Desk Technician

About the role

The Help Desk Technician provides Tier 1 technical support to both onsite and remote employees, handling first‑line troubleshooting, device setup, account administration, and ticket documentation. The role ensures incidents are resolved quickly or escalated according to SOPs and SLAs.

Key responsibilities

• Serve as the first point of contact via phone, email, walk‑up, or ticketing system; triage, resolve, or route incidents.
• Install and configure end‑user hardware and peripherals (desktops, laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.
• Support Windows 10/11, Microsoft 365 applications, and common line‑of‑business software.
• Perform account administration in Active Directory/Azure AD (password resets, unlocks, group updates) and basic Microsoft 365 tasks (mailbox, license assignment).
• Execute onboarding/off‑boarding checklists, including device provisioning, MFA setup, and access configuration.
• Maintain meticulous ticket documentation and close tickets in compliance with SLAs.
• Track end‑user assets, assist with inventories, 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.

Required profile

• 1–2 years of experience in a Help Desk or Desktop Support role (or equivalent internship/certifications).
• Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP, DNS, Wi‑Fi, VPN).
• Experience with Active Directory user administration and a modern ticketing system.
• Strong troubleshooting, communication, and time‑management skills; ability to handle multiple tickets concurrently.
• Willingness to learn, follow SOPs, and collaborate with Tier 2 engineers.

Required skills

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