Job Summary
The IT Helpdesk Technician I serves as the first point of contact for employees experiencing technical issues. This role provides basic technical support for hardware, software, network connectivity, and IT-related service requests. The ideal candidate is customer-focused, eager to learn, and possesses strong troubleshooting and communication skills.
Key Responsibilities
- Provide first-level technical support via phone, email, chat, and ticketing systems.
- Respond to and resolve user issues related to desktops, laptops, mobile devices, printers, and software applications.
- Log, track, prioritize, and document incidents and service requests in the helpdesk ticketing system.
- Install, configure, and troubleshoot hardware and software.
- Assist with user account creation, password resets, and access management.
- Escalate complex technical issues to senior IT staff when necessary.
- Maintain accurate records of support activities, resolutions, and system changes.
- Support onboarding and offboarding activities, including equipment setup and collection.
- Assist with inventory management of IT equipment and peripherals.
- Follow IT policies, procedures, and cybersecurity best practices.
- Provide excellent customer service while educating users on technology solutions.
Required Qualifications
- High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or related field preferred.
- Basic understanding of Windows operating systems and Microsoft Office applications.
- Familiarity with computer hardware, software installation, and troubleshooting concepts.
- Strong communication and customer service skills.
- Ability to manage multiple tasks and prioritize workload effectively.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
Preferred Qualifications
- CompTIA A+, Google IT Support Professional Certificate, or similar entry-level IT certification.
- Experience through internships, coursework, labs, volunteer work, or customer service roles.
- Basic knowledge of:
- Active Directory
- Microsoft 365
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Mobile device support
- Remote support tools
Physical Requirements
- Ability to lift and move computer equipment up to 30 pounds.
- Ability to sit, stand, and use a computer for extended periods.
- Occasional travel between office locations may be required.
Key Competencies
- Customer Service Orientation
- Technical Troubleshooting
- Communication Skills
- Attention to Detail
- Time Management
- Teamwork
- Adaptability
- Continuous Learning
Salary Range
$XX annually (depending on location, experience, and qualifications).
Career Growth Opportunities
This position provides a pathway into roles such as:
- IT Support Specialist
- Systems Administrator
- Network Administrator
- Desktop Support Technician
- IT Analyst
Equal Opportunity Employer: We are committed to creating an inclusive environment for all employees and applicants and provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristics.
