Help Desk Technician
Job Summary
The Help Desk Support Technician Level 1 serves as a first point of contact for client support requests. This role is primarily responsible for answering support calls, creating and triaging tickets, gathering accurate information, performing initial troubleshooting, resolving Level 1 technical issues, and escalating more complex issues when needed.
The technician will support users across Windows, macOS, Microsoft 365, printers, peripherals, mobile devices, remote access tools, and common business applications. This position requires excellent customer service skills, clear communication, reliable ticket documentation, and the ability to follow established support processes.
Duties
- Answer incoming support calls and provide professional, courteous first-level assistance to clients.
- Create, triage, prioritize, and route support tickets.
- Gather accurate information from users, including symptoms, error messages, affected devices, urgency, and business impact.
- Perform initial troubleshooting and resolve Level 1 issues involving Windows workstations, macOS devices, printers, peripherals, mobile devices, remote access, and common business applications.
- Support basic Microsoft 365 issues, including Outlook, Teams, OneDrive, user accounts, password resets, MFA prompts, mailbox access, and general user support.
- Troubleshoot basic network connectivity issues including Wi-Fi, VPN, mapped drives, DNS/DHCP-related symptoms, and internet access issues.
- Escalate complex technical issues to senior technicians with clear notes, troubleshooting steps already performed, and relevant client details.
- Provide remote support using approved remote access and RMM tools.
- Assist with workstation setup, software installation, profile configuration, user onboarding, and user offboarding tasks.
- Communicate clearly and professionally with clients, vendors, and internal team members.
- Maintain detailed ticket notes, including troubleshooting steps, client communication, next actions, and status updates.
- Follow internal processes, client-specific procedures, security standards, and documentation requirements.
- Perform on-site technical work at client locations as needed.
Experience/Qualifications
- Demonstrated commitment to providing excellent customer service and professional communication.
- Ability to effectively respond to technical support requests, gather accurate information, and document issues clearly.
- Working knowledge of Windows desktop operating systems.
- Basic working knowledge of macOS.
- Basic understanding of Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and user account administration.
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general connectivity troubleshooting.
- Experience using an IT service management (ticketing) system or the ability to quickly learn new systems and processes.
- Ability to prepare clear, accurate, and thorough technical documentation, including ticket notes and status updates.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to organize, prioritize, and manage multiple assignments in a fast-paced environment while meeting established service expectations.
- Associate's or bachelor's degree in Information Technology or a related field, or an equivalent combination of education, training, and relevant technical support experience, preferred.
- Ability to work effectively both independently in a remote work environment and collaboratively with team members in an office setting.
- Ability to travel to client locations as needed to perform the essential functions of the position.
- Demonstrated commitment to providing high-quality customer service.
- Effective written and verbal communication skills.
- Ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
- Ability to produce accurate, thorough, and organized work with attention to detail.
- Ability to maintain clear, timely, and accurate documentation of support activities.
- Ability to follow established policies, procedures, and work processes.
- Demonstrated ability to take ownership of assigned work and follow tasks through to completion.
- Ability to organize, prioritize, and manage multiple assignments while meeting established deadlines and service expectations in a fast-paced environment.
- Willingness and ability to learn new technologies, software, tools, and client environments.
- Ability to identify issues requiring escalation and communicate relevant information accurately and promptly to the appropriate resource.
Schedule and Work Location
- This is a hybrid position.
- Employees are expected to work from the designated office location on Mondays and Tuesdays.
- Subject to business needs and management approval, work may be performed remotely on Wednesdays through Fridays.
- Travel to client locations may be required as needed to perform the essential functions of the position.
- The approved work location must comply with the Company's Remote Work Policy and all applicable security and confidentiality requirements.
Reasonable Accommodations: The Company is committed to providing equal employment opportunities to qualified individuals with disabilities. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.
Pay: $20.15 - $22.15 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Saratoga Springs, NY 12866
