Description:
The Help Desk Technician I is an entry-level, on-site position responsible for providing hardware support, device imaging, equipment deployment, and Level 1 technical support to internal and external users. This role focuses on maintaining end-user computing devices, supporting Windows-based environments, and delivering excellent customer service while assisting with daily IT operations.
Responsibilities
- Provide hands-on support for laptops, desktops, and related IT equipment.
- Perform imaging, configuration, deployment, and maintenance of Windows-based devices.
- Assist with equipment replacements, refreshes, deployments, and decommissioning activities.
- Troubleshoot hardware, software, and Microsoft 365 issues.
- Respond to support requests via phone, email, ticketing system, and in person.
- Perform password resets and basic account administration tasks.
- Document, update, and resolve help desk tickets, escalating issues when appropriate.
- Assist with office moves, workstation setup, cabling, and equipment relocation.
- Support monitors, docking stations, mobile devices, tablets, and other peripherals.
- Maintain accurate IT asset inventory and equipment assignment records.
- Meet established service-level agreements (SLAs) and project deadlines.
- Follow IT policies, procedures, and best practices while contributing to process improvements.
Qualifications
- Experience providing end-user hardware and software support in a Windows environment.
- Basic knowledge of PC hardware, peripherals, and troubleshooting techniques.
- Familiarity with Windows 10/11 and Microsoft 365 applications.
- Ability to provide hands-on and desk-side technical support.
- Strong customer service, communication, and interpersonal skills.
- Ability to prioritize tasks, manage multiple assignments, and work in a fast-paced environment.
- Ability to work independently and as part of a team.
- Willingness to work occasional non-standard hours, including after-hours support when required.
- United States citizen.
Desired Qualifications
- Previous IT support experience in a corporate environment.
- Experience with device imaging, hardware deployments, and refresh projects.
- Experience maintaining IT asset inventories.
- Industry certifications such as CompTIA A+, ITIL, or similar.
- Strong interest in hardware support and IT operations.