We are seeking a customer-focused and motivated Help Desk Technician I to provide first-line technical support to end users. This entry-level role will support Windows environments, Microsoft 365 applications, endpoint devices, and basic account and access needs. The ideal candidate is eager to learn, enjoys troubleshooting technical issues, and is committed to delivering a positive user experience.
This is an excellent opportunity for someone looking to build foundational experience in IT support, Microsoft technologies, cloud services, and IT infrastructure.
Provide first-level technical support for hardware, software, and basic network-related issues.
Respond to support requests by phone, email, chat, and ticketing systems.
Troubleshoot common issues involving desktops, laptops, printers, mobile devices, and peripherals.
Document and maintain accurate support tickets, including troubleshooting steps and resolutions.
Escalate complex or unresolved issues to senior IT staff as appropriate.
Provide basic user support for Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
Assist with password resets, account access, and other basic user account requests.
Support multi-factor authentication (MFA) enrollment and troubleshooting.
Assist with the deployment, configuration, imaging, and provisioning of Windows workstations.
Install and maintain software applications and endpoint devices.
Support basic endpoint management and device troubleshooting.
Assist users with Microsoft applications, basic technical issues, and technology best practices.
Create and maintain knowledge base articles and technical documentation.
Assist with new employee onboarding, including equipment and system setup.
Monitor system alerts and notifications and escalate issues as needed.
Assist with routine IT maintenance and support activities.
Maintain accurate hardware and asset inventory records.
Support equipment tracking and hardware lifecycle processes.
High school diploma or equivalent.
0–2 years of IT support, help desk, technical support, or related experience.
Basic understanding of Windows 11 and Microsoft 365.
Familiarity with Active Directory and basic user account administration.
Understanding of computer hardware, peripherals, and basic networking concepts, including DNS, DHCP, and TCP/IP.
Ability to troubleshoot technical issues using a structured and methodical approach.
Microsoft Windows
Microsoft 365
Microsoft Teams and Outlook
Basic Active Directory administration
Desktop and hardware troubleshooting
Basic networking fundamentals
Ticketing and service management systems such as ServiceNow, Jira Service Management, or Freshservice
Associate degree or coursework in Information Technology, Computer Science, or a related field.
Prior customer-facing, retail, technical support, internship, or part-time experience.
Exposure to Microsoft 365 and Windows 11 in a professional or academic setting.
CompTIA A+ certification or progress toward certification.
Strong customer service and communication skills.
Effective troubleshooting and problem-solving abilities.
Ability to manage multiple priorities in a timely manner.
Strong organizational and documentation skills.
Positive, dependable, and service-oriented approach.
Willingness to learn and develop technical skills.
Ability to work independently and collaboratively within a team environment.
