Helpdesk Technician I

Franklin Pierce University offers an onsite IT support role built around helping people and keeping daily technology running smoothly. As a Helpdesk Technician I, you will provide frontline help for IT, telecommunications, and computer use questions, using training and established processes to resolve issues, support users, and escalate complex problems when needed. Comprehensive training is provided, so prior helpdesk experience is not required.

What you’ll do

• Answer incoming calls and respond to email requests with frontline troubleshooting for software, hardware, and general computer use issues.
• Create, triage, and route support tickets to the correct queue or technician based on issue type and priority.
• Diagnose and resolve common end-user problems, then follow up to confirm the issue is resolved to the user’s satisfaction.
• Reset passwords and manage user account access, including multi-factor authentication (MFA) resets.
• Use remote support software to diagnose and resolve issues on end-user devices.
• Monitor network and associated devices for potential issues, and identify and escalate critical incidents with urgency and ownership.
• Escalate tickets to Tier 2 or other appropriate resources when an issue is beyond Level 1 scope.
• Coordinate with field technicians when a new ticket comes in near their current location to support faster on-site response.
• Provide basic troubleshooting for commonly used software packages, including learning management systems and Microsoft Office.
• Assist with basic PC skills training for end users and support computer usage policies.
• Create, update, and maintain articles in the IT knowledge base to support consistent self-service resolution.
• Use the IT Helpdesk ticketing and knowledge base system to record, assign, track, close, and analyze Helpdesk requests.
• Participate in internal IT training to grow skills and take on more responsibility over time.
• Perform other duties as assigned, including attending department, organizational, or outside meetings and trainings as requested.

What you bring

• Strong PC skills and working knowledge of Windows; Mac OS experience is a plus.
• Strong customer service, phone, and organizational skills.
• Willingness to learn and be trained on internal systems and processes.
• Basic understanding of networking fundamentals.
• Basic understanding of client-server concepts.
• No prior helpdesk experience required, as comprehensive training is provided.

Tools you’ll use

• Windows, Mac OS
• Multi-factor authentication (MFA)
• Remote support software
• Learning management systems
• Microsoft Office

Benefits

• Medical, dental and vision coverage
• 403(b) retirement plan through TIAA
• Life insurance
• Short- and long-term disability
• Educational benefits (for employee and qualifying dependents)
• Pet insurance
• Accident insurance
• Critical illness coverage
• Travel discounts
• 160 hours of paid time off (PTO)
• Additional paid sick time for your well-being
• Paid holidays

Location: Rindge, NH (onsite)