IT Helpdesk Technician (Tier 1)

Family Guidance Center provides first-line technical support that keeps teams productive and users supported. As an IT Help Desk Technician (Tier 1), you will help resolve everyday technology issues quickly, maintain strong user satisfaction, and ensure requests are documented and handled in line with corporate policies and industry “best practices.” The work blends hands-on troubleshooting with clear communication and reliable escalation when issues need additional review.

What you’ll do

• Troubleshoot hardware problems across PCs, Thin Clients, Chromebooks, iPads, desk phones, mobile phones, and multi-function network printers.
• Resolve software application crashes, operating system errors, and issues accessing network resources.
• Guide users through basic connectivity troubleshooting, including Wi-Fi and mobile connectivity with hotspots.
• Perform Tier 1 endpoint remediation using remote desktop control tools.
• Handle first-step identity management actions such as password resets, MFA setup, and account unlocks in Active Directory or Microsoft Entra ID.
• Image, test, and deploy endpoints using automated deployment tools.
• Coordinate secure distribution and tracking of technical equipment assets during employee onboarding and offboarding.
• Maintain detailed ticket records in the IT Service Desk platform, including time to resolution and resolution steps.
• Support standard operating procedure documentation and update user-facing self-service solution articles.
• Ensure endpoints align with corporate cybersecurity policies, including validating active antivirus and software update status.
• Support special projects and other duties as assigned by the MIS Director or Co-CEO.

What you bring

• BA/BS in Computer Information Systems or a related field; experience may be substituted where applicable.
• Minimum 1–2 years of verified experience working with an enterprise ticketing system.
• Ability to successfully pass a background screening in accordance with 9 CSR 10-5.190.
• A valid driver’s license and the ability to remain insurable under Family Guidance Center automobile liability insurance.
• Familiarity with Windows and ChromeOS / iOS deployment via Intune.
• Understanding of core infrastructure concepts including DHCP, DNS, IP Addressing, LAN, and WAN.
• Strong attention to detail and time-management skills to manage competing ticket priorities.
• Ability to work with others and explain issues and applications to non-technical users.
• Ability to handle confidential information appropriately.

Tools and technologies you’ll work with

• Active Directory, Microsoft Entra ID, Intune
• Windows, ChromeOS, iOS
• DHCP, DNS, LAN, WAN
• Remote desktop control tools, automated deployment tools
• IT Service Desk platform, MFA
• Thin Clients, Chromebooks, iPads, multi-function network printers

Location: Saint Joseph, MO (onsite)

Equal Opportunity Employer: Family Guidance Center does not discriminate based on race, color, religion, sex, or national origin.