Help Desk Support Technician I

Responsibilities

• Serve as the first point of contact for technical issues and requests submitted through the help desk system and other channels; triage, prioritize, and manage a high volume of requests professionally and promptly.
• Diagnose and resolve common hardware, software, operating system, and user login problems with remote support and, when needed, hands-on assistance.
• Provide first-level support for Virtual Desktop Infrastructure (VDI), addressing connectivity problems, virtual machine access failures, and basic navigation and performance concerns within the VDI environment.
• Perform routine user account administration, including password resets, account unlocks, and initial access provisioning for various applications and network resources in line with security protocols.
• Meticulously document all incidents with issue descriptions, troubleshooting steps, final resolutions, and follow-up actions in the help desk system to maintain a complete history.
• Identify and escalate complex or unresolved issues to appropriate senior team members, ensuring all relevant documentation is provided to facilitate a smooth handoff and rapid resolution.
• Assist with the setup, configuration, and deployment of new workstations, laptops, and mobile devices; install essential software and troubleshoot peripherals (printers, scanners, monitors) to ensure end-user readiness.
• Perform other duties as assigned by supervision or IT leadership.

Requirements

• High school diploma or equivalent; an Associate’s degree in Information Technology is preferred.
• CompTIA A+ certification is preferred.
• Basic knowledge of computer hardware, Windows and macOS operating systems, and Microsoft Office applications.
• Familiarity with Virtual Desktop Infrastructure (VDI) is preferred.
• Strong problem-solving, communication, and organizational skills.
• Customer-focused mindset with the ability to learn quickly and follow established procedures.
• Ability to multi-task with solid organizational and time-management capabilities.
• Self-direction and the ability to collaborate effectively within a team; a sense of humor is appreciated.

Technologies

• Virtual Desktop Infrastructure (VDI)
• Windows
• macOS
• Microsoft Office

Travel Requirements

• Required to travel to various organizational sites as needed.

Physical Demands

• May require lifting and transporting equipment weighing 50+ pounds.