The Information Technology Help Desk Technician I serves as the first point of contact for team members, delivering Tier 1 support and technical assistance while troubleshooting and documenting issues. The role supports PC and endpoint device implementation and ongoing service, with an emphasis on efficiency, service quality, and accurate recordkeeping.
Location
Marion, IL (onsite)
Compensation
USD 17 to 19 per hour
Role Summary
As the primary help desk contact, the technician troubleshoots reported problems, assists with the setup and support of endpoint devices, and helps drive timely resolutions. The position also contributes to service documentation and supports process improvements by reporting incident trends to Information Technology management.
Key Responsibilities
- Provide Tier 1 help desk support for team members submitting service requests or incidents (ticket requests, phone calls, and related intake).
- Identify, troubleshoot, and perform diagnostics to resolve technical issues using appropriate solutions across software, hardware, and networking.
- Ensure team member satisfaction prior to closing tickets.
- Follow up on outstanding requests and support timely resolution with an emphasis on exceptional service.
- Identify, prioritize, and schedule problem resolutions, escalating issues to appropriate Information Technology team members as needed.
- Use diagnostic tools, software updates, drivers, and knowledge resources such as knowledge bases and FAQs to resolve reported issues.
- Assist with software deployment, including effective communication with involved team members.
- Develop help sheets, FAQs, and knowledgebase articles to support other Information Technology team members and end users.
- Create and manage team member accounts in accordance with company policies and procedures.
- Support technology equipment in conference rooms.
- Manage, monitor, and procure assets (new and existing) to maintain accurate inventory records.
- Perform preventative maintenance checks on computers, printers, and peripherals.
- Configure and deploy end user computing equipment according to company best practices and standards.
- Alert Information Technology management to incident trends to improve problem management.
- Reinforce Service Level Agreements (SLAs) to align end-user expectations.
- Assist Compliance on an ongoing basis with camera footage.
- Participate in mentorship and development programs as appropriate.
- Complete additional projects and tasks as assigned.
Required Education & Certifications
An Associate’s degree in Information Technology, relevant technical certification, or a commensurate combination of education and experience is required.
Additional Qualifications
- CompTIA Network+ certification or equivalent preferred.
- Direct experience working in a computer help desk environment preferred.
Technology & Tools
- Microsoft systems
- Office Suite
- Knowledge bases
- FAQs
Requirements
- Basic knowledge of the integration and interworking of various data processing functions.
- Excellent communication skills, with the ability to communicate effectively in writing and verbally with internal and external customers at all levels.
- Positive, proactive approach to work, including enthusiasm, adaptability, and the ability to maintain composure and professionalism in stressful conditions.
- Strong critical thinking, including the ability to analyze potential outcomes and redirect focus to meet targets and deadlines.
- Ability to complete standard calculations and apply basic mathematical concepts in practical situations.
- Proficient computer literacy, including comfort with Microsoft systems and the Office Suite.
- Intermediate typing skills to meet role needs.
- Current driver’s license and reliable transportation with appropriate insurance coverage, including the ability to drive occasionally as part of assigned duties.
- Ability to work with minimal or no supervision.
Benefits
- Paid time off
- Medical, dental, vision and life insurance
- 401(k) plan
- Tuition assistance
- Insurance options, retirement plans, and career development opportunities included approved company paid training
Physical Demands & Work Environment
- Regular requirement to talk or hear
- Frequent requirement to use hands or fingers; handle or feel objects, tools, or controls
- Occasional requirement to stand, walk, sit, and reach with hands and arms
- Occasional lifting and/or moving up to 25 pounds
- Specific vision abilities required: close vision, distance vision, and ability to adjust focus
- Noise level usually low to moderate
Additional Notes
This job description does not state or imply that duties listed are the only duties performed. Employees must follow other job-related instructions and perform other job-related duties requested by authorized personnel. All duties and responsibilities are essential functions and requirements and may be modified to accommodate individuals with disabilities. The requirements listed are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, other than an “at will” relationship.
