IT Help Desk Technician I

About the role

The IT Help Desk Technician serves as a primary point of contact for team members, delivering both remote and on‑site technical assistance. The role supports desktop computers, applications, and related technology to ensure smooth daily operations across the organization.

Key responsibilities

• Monitor the ticket queue, inbox, and phone, responding promptly as the first point of contact for technical issues.
• Deploy laptops and accessories to new and existing team members and manage asset recovery upon departures.
• Set up accounts and onboard new employees, both in‑office and remotely.
• Document all requests and incidents in the IT ticketing system.
• Diagnose and resolve Level 1 support issues; escalate Level 2/3 problems as needed.
• Partner with the outsourced IT provider for system upgrades, certificate renewals, hot‑fixes, and security configurations.
• Create and maintain Entra user accounts, configure group permissions, mailboxes, and security policies.
• Maintain network resources including servers, firewalls, wireless networks, email systems, and VPN appliances.
• Provide end‑user training and day‑to‑day software support.
• Install, repair, and maintain Centivo hardware and equipment.

Required profile

• Associate’s degree or equivalent experience.
• Minimum 3 years of desktop support experience with Microsoft Windows.
• At least 2 years of experience with Microsoft Office 365 and Entra.
• 2 years of experience with network and security infrastructure (VPN, firewall).

Required skills

• Microsoft Windows desktop support.
• Microsoft Office 365 and Entra administration.
• VPN and firewall configuration.
• Hardware installation, repair, and maintenance.
• IT ticketing system documentation.