Job Summary: The IT Help Desk Technician provides Level I (tier-one) technical support as the first point of contact (triage) for all IT incidents and service requests, with a strong focus on customer service, structured problem solving, clear communication and thorough evaluation and triage of issues to escalate to level II (Tier-two) technicians or appropriate IT groups.
This role supports end users and other members of the IT department by:
- Performing initial triage and basic to intermediate troubleshooting of application software, operating systems, computer hardware, mobile devices, and peripherals.
- Accurately assessing priority and impact.
- Resolving common issues where possible and escalating appropriately to Level II and Level III when needed.
- Providing regular, proactive updates to customers on ticket status.
- Provides first-level support for conference room, meeting room, training room, and basic event A/V technology, including troubleshooting and escalation for more complex A/V issues.
- Field work, including on-site support at branches.
Essential Functions & Responsibilities:
- Provides Level I Help Desk technical support and triage via phone, email, remote tools, and in person, which includes:
- Serving as the first point of contact for IT issues and requests.
- Gathering detailed information about the issue (who, what, when, where, impact).
- Performing initial diagnosis and resolving common, documented issues.
- Using scripts, checklists, and knowledgebase articles to guide troubleshooting.
- Keeping customers informed with clear, non-technical explanations and expected next steps.
- Creating and updating tickets in the service/ticket management system with accurate details, work performed, and outcomes.
- Supports the following environments at a Level I scope:
- Windows desktop and laptop computers (including Surface devices) with their software applications and peripherals.
- Virtual Desktop Infrastructure (VDI) – basic session access issues, logon failures, and client-side checks, escalating more complex VDI issues to Level II.
- Apple/macOS computers and iOS/iPadOS devices (Mac, iPhone, iPad) used by staff for business purposes including basic setup and troubleshooting.
- iPhone and Android mobile phones, including email, MFA enrollment, and basic app configuration.
- Productivity and collaboration tools such as Microsoft 365 and/or Google Workspace (per organizational standard).
- Provides basic first-level support and triage for employees using physical security access badge systems and security camera viewing applications, such as assisting with login or basic usage questions and creating or routing tickets to the appropriate teams for any system administration, installation, placement, configuration, or monitoring needs.
- Performs triage and ticket routing with a focus on accuracy and customer impact:
- Assigns appropriate priority and category based on business impact and urgency.
- Resolves issues within the Level I scope whenever possible.
- Escalates tickets to Level II or Level III when issues exceed Level I capabilities, including all relevant details, steps taken, and user impact.
- Follows up with users on escalated tickets to ensure they are informed of status and next steps, even when work is being performed by higher tiers.
- Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines:
- Performs on-site assistance for standard deployments, desk setups, basic hardware replacements, and moves/adds/changes.
- Ensures equipment is functioning as expected and the user is comfortable with basic usage.
- Communicates plans, timelines, and any changes to branch staff and management.
- Basic setup, testing, and support of standard A/V endpoint devices in meeting and training spaces, such as room PCs, cameras, microphones, speakers, displays, and conferencing accessories, within established standards and procedures.
- Field and branch work includes driving to and from branch locations
- Provides first-level support for Audio/Visual systems, meeting room technology, and basic event technology, which includes:
- Providing first-level troubleshooting for conference room, meeting room, boardroom, training room, and other collaboration-space A/V systems.
- Supporting common A/V technologies including displays, projectors, microphones, speakers, cameras, docking devices, presentation connections, and conferencing endpoints.
- Assisting users with basic operation of unified communications and meeting platforms such as Microsoft Teams Rooms, Zoom Rooms, Webex, or other organizational standards.
- Performing basic room checks, operational testing, and issue verification before or during meetings, trainings, and small events.
- Supporting simple room setup, reconnecting peripherals, verifying signal path/connectivity, restarting room systems, and replacing standard accessories or failed peripheral components as directed.
- Documents issues and resolutions in the ticketing/service management system in a clear and user-focused manner:
- Captures symptoms, environment, and user impact.
- Records all troubleshooting steps taken and the final resolution.
- Updates tickets regularly so customers and IT staff can see current status.
- Contributes to basic knowledgebase entries (e.g., FAQs, how-to guides) for recurring Level I issues under guidance from Level II/III.
- Communicates effectively with end users and other members of the Technology department:
- Provides regular, timely updates to users throughout the life of their tickets.
- Confirms resolution with the user and ensures the issue is fully addressed before closing a ticket.
- Collaborates with other IT staff to share information about recurring issues and user feedback.
- Escalates concerns or patterns that may indicate larger problems to Level II/III or management.
- Assists with equipment inventory and administrative tasks related to the Help Desk:
- Helps maintain accurate records of deployed equipment.
- Assists with staging and preparing devices for deployment.
- Supports basic ordering and asset tracking activities as assigned.
- Performs other job related duties as assigned.
Work Experience:
- One or more years of experience troubleshooting computer hardware and software problems via phone and in person is required.
- Experience with Apple/macOS and iOS/iPadOS devices (Mac, iPhone, iPad) in a business or educational environment is required.
- Experience in a customer-facing technical support or help desk role is preferred.
- Experience with user support in a virtual desktop infrastructure (VDI) environment is preferred.
- Experience with ITSM/ITIL-based service desk processes (incident, request, basic problem management) is preferred.
- Exposure to or experience assisting users with physical security access badge systems and security camera viewing tools is preferred.
- Experience supporting conference room, meeting room, training room, or collaboration-space A/V technologies is preferred.
- Experience providing user support for conferencing platforms and room-based collaboration systems is preferred.
- Exposure to basic troubleshooting of displays, projectors, microphones, speakers, cameras, and presentation systems is preferred.
- Experience supporting live meetings, hybrid meetings, or small business events is preferred.
Education, Licenses, and Certifications:
- An Associates degree in Information Technology, Computer Science, or in a related field OR equivalent combination of education and experience is required.
- Technical certification (such as CompTIA A+) is required.
- Valid driver's license is required.
Other skills required:
- Microsoft Windows operating systems for desktops and laptops.
- macOS and iOS/iPadOS basic configuration and troubleshooting (email setup, Wi-Fi, VPN/MFA, standard business apps).
- Microsoft Office and AWS Workspace applications.
- Basic proficiency in computer troubleshooting for Windows and macOS desktops and laptops, and mobile devices (iPhone, iPad, Android).
- Basic understanding of VDI concepts and user access.
- Ability to follow documented procedures to provide first-level assistance to users of physical security access badge systems and camera viewing applications, and to recognize when issues must be escalated to the appropriate department or higher-level IT staff.
- Basic understanding of networking fundamentals at the endpoint level (TCP/IP, DNS, DHCP, Wi-Fi connectivity).
- Ability to extract technical information from employees who may not understand technical terms and to restate technical concepts in non-technical language while maintaining accuracy.
- Experience supporting conference room, meeting room, training room, or collaboration-space A/V technologies preferred.
- Experience providing user support for conferencing platforms and room-based collaboration systems preferred.
- Exposure to basic troubleshooting of displays, projectors, microphones, speakers, cameras, and presentation systems preferred.
- Experience supporting live meetings, hybrid meetings, or small business events preferred.
- Ability to follow documented procedures and checklists and to recognize when issues fall outside of Level I scope.
- Strong customer service orientation with a focus on ownership, follow-through, and user satisfaction.
- Strong verbal communication skills in person and over the phone.
- Strong written communication skills for email, chat, and ticket documentation.
- Ability to work effectively on a team, respond to fluctuating workload and priorities, and welcome constructive feedback.
Hybrid/Remote Statement: Following initial onboarding and training, this position may transition to a hybrid remote work arrangement, allowing performance of job duties to be completed both from home and on-site, with a structured schedule designed to support flexibility, business objectives, and consistent collaboration.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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