Help Desk Technician

Bristol Bay Services, LLC is seeking a Help Desk Technician to serve as the first point of contact for IT-related requests. In this on-site role in San Antonio, TX, you will provide Tier 1 and Tier 2 support, troubleshoot technical issues, and help ensure problems are resolved within established service expectations.

Role overview

As a Help Desk Technician, you will support employees through phone, email, chat, and ticketing systems while diagnosing and resolving hardware, software, operating system, network, and access issues. You will also help standardize support by documenting incidents and service requests in the IT Service Management (ITSM) platform.

Key responsibilities

• Deliver Tier 1 and Tier 2 technical support to employees via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, Microsoft Windows operating system, and connectivity issues.
• Install, configure, maintain, and support laptops, printers, mobile devices, and other peripheral equipment.
• Manage user accounts, password resets, and access permissions using Microsoft 365 Admin Center and business applications.
• Provision and deploy hardware and software for new hires, transfers, and terminations.
• Support Microsoft Windows operating systems, Microsoft Office applications, and enterprise collaboration tools (Adobe Prp).
• Document incidents, service requests, resolutions, and procedures within the ITSM platform.
• Collaborate with network, systems, security, and application support teams to resolve escalated issues.
• Maintain inventory records for IT equipment and software assets.
• Assist with device imaging, software deployment, patches, upgrades, and security updates.
• Support remote users using remote access and troubleshooting tools.
• Ensure compliance with corporate IT policies, cybersecurity standards, and service level agreements (SLAs).

Required qualifications

• Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 4 to 6 years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
• Experience supporting Microsoft Windows environments.
• Experience administering Microsoft 365 portal and Microsoft applications.
• Strong networking fundamentals including TCP/IP, DNS, and DHCP.
• Experience with a ticketing system for tracking and documentation, including end-user communications.
• Strong troubleshooting and diagnostic skills with a problem-solving approach.
• Excellent customer service and communication abilities.
• Ability to prioritize multiple support requests in a fast-paced environment.

Technologies you will use

• Microsoft 365 Admin Center, Microsoft 365
• Microsoft Windows operating systems
• Microsoft Office applications
• Adobe Prp
• IT Service Management (ITSM) platform
• Microsoft Entra ID (Azure AD)
• Intune, Endpoint Manager
• Mobile device management (MDM)

Benefits

• Paid holidays
• Paid time off including sick and vacation leave
• Medical, dental and vision insurance
• Flexible spending accounts
• Short and long term disability
• Company paid life insurance
• 401(k) with a company match
• Discretionary profit sharing
• Tuition reimbursement

Preferred qualifications

• CompTIA A+, Network+, or Security+ certifications.
• Microsoft Certified: Modern Desktop Administrator Associate or related Microsoft certifications.
• Experience with Microsoft Entra ID (Azure AD).
• Familiarity with Intune, Endpoint Manager, and mobile device management (MDM) solutions.
• Knowledge of cybersecurity best practices and access control procedures.
• Experience supporting cloud-based environments.

Physical requirements

• Ability to lift and move computer equipment up to 30 pounds.
• Ability to travel occasionally between office locations as needed.
• Ability to sit, stand, and work at a computer for extended periods.