Help Desk Technician

The Help Desk Technician delivers day-to-day technical support to clients and internal users, owning tickets from first response through resolution or escalation.

Responsibilities

• Provide remote support and, when needed, on-site assistance for client and internal issues
• Handle service requests for desktops, laptops, user accounts, Microsoft 365, printers, connectivity, basic networking, software applications, and other supported technologies
• Troubleshoot and resolve common to moderately complex issues within the scope of the role
• Restore user functionality quickly while maintaining service quality and proper documentation
• Take ownership of assigned tickets from initial response through resolution or appropriate escalation
• Review ticket details carefully to confirm understanding before starting troubleshooting
• Maintain momentum on assigned work to avoid delays, stagnation, or missed follow-up
• Document ticket actions, troubleshooting steps, resolutions, and client communications clearly and accurately
• Close tickets only when resolution is confirmed and documentation is complete
• Communicate professionally, timely, and confidently with clients
• Keep clients updated on status, progress, delays, next steps, and resolution details
• Set appropriate expectations without overpromising
• Escalate communication concerns or service issues when client satisfaction may be at risk
• Follow standard troubleshooting methods, internal documentation, and established support procedures
• Use sound judgment to decide when to escalate versus continue working at the current level
• Identify recurring issues and report patterns or trends to leadership or escalation teams
• Apply lessons learned and knowledge base information to improve future resolutions
• Follow internal processes for ticket handling, escalation, documentation, communication, and time entry
• Complete work aligned with service level expectations, internal standards, and client commitments
• Maintain strong ticket hygiene, including proper categorization, status updates, notes, and follow-up tracking
• Support consistent delivery of services across clients and teams
• Recognize when tickets require higher-level technical support or cross-team involvement
• Escalate issues appropriately to senior technicians, engineers, or leadership when needed
• Provide complete, accurate handoff information to reduce delays and rework
• Assist with escalated issues when requested by gathering information, testing solutions, or communicating with the client
• Ensure escalations are timely, organized, and supported with the right context
• Work closely with the Help Desk Dispatcher to keep tickets moving and priorities aligned
• Communicate quickly if workload, delays, or scheduling concerns may affect service delivery
• Coordinate with teammates, escalation engineers, project staff, and operations leadership as needed
• Support overall team success beyond individual ticket completion
• Use internal documentation, knowledge base materials, and standard procedures to troubleshoot and resolve support tasks
• Improve documentation by contributing when gaps, outdated information, or recurring issues are identified
• Build team knowledge by documenting useful fixes, patterns, and repeatable processes
• Maintain documentation standards for technical clarity and operational consistency
• Contribute to a knowledge-sharing service environment where information is reusable
• Continue building technical knowledge across supported tools, platforms, and service areas
• Participate in coaching, training, and development opportunities provided by leadership
• Look for ways to improve efficiency, ticket quality, troubleshooting effectiveness, and communication
• Raise workflow issues or recurring service obstacles impacting performance or client experience
• Grow in technical depth, judgment, and independence over time

Requirements

• Day-to-day responsibility for ticket ownership, troubleshooting, documentation, and client communications
• Ability to troubleshoot common to moderately complex technical issues in supported environments
• Demonstrated follow-through on commitments and next steps
• Ability to escalate appropriately and without delay when issues require higher-level support
• Maintain urgency while balancing quality
• Support team accountability and consistent service execution
• Represent the company professionally in every client interaction
• Ongoing development both technically and operationally

Technologies

• Microsoft 365

Benefits

• $50,000-$60,000 annually

Internal Working Relationships

• Help Desk Dispatcher
• Help Desk Supervisor
• IT Operations Manager
• Service desk teammates
• Senior technicians and escalation engineers
• Project engineers and project coordinators when support overlaps with project work
• Solutions Engineer when platform or advanced technical issues are involved
• Directors of Managed IT as needed for escalated or service-impacting issues

Reporting Structure

• Reports To: Help Desk Supervisor / IT Operations Manager
• Direct Reports: None

Success in This Role Looks Like

• Tickets are responded to and worked promptly
• Technical issues are resolved efficiently and accurately
• Clients receive clear and professional communication
• Documentation is complete and useful
• Escalations are handled appropriately with proper context
• Ticket quality and service consistency remain strong
• Team members and leadership can rely on dependable execution
• Technical skill and independence improve over time

Internal Focus Areas

• Frontline technical support
• Ticket ownership and resolution
• Client communication
• Troubleshooting and issue resolution
• Documentation and process adherence
• Escalation support
• Team coordination
• Technical development and continuous improvement