Help Desk Tier 1

Help Desk Associate

Information Technology / Information Systems

Position Summary

Zachary Piper is seeking a Help Desk Associate to provide prompt, professional, and efficient front-line technical support to employees across the organization. This role serves as the primary point of contact for IT-related issues, including hardware, software, network connectivity, account access, mobile device support, and general technology inquiries. The Help Desk Associate is responsible for troubleshooting, documenting, escalating, and resolving incidents while delivering exceptional customer service in a fast-paced environment supporting a large user base.

Key Responsibilities

Technical Support

• Provide first-level technical support via phone, email, ticketing systems, and remote support tools.
• Troubleshoot and resolve hardware, software, operating system, mobile device, and network connectivity issues.
• Support Windows and Mac operating systems and commonly used business applications.
• Assist users with Microsoft 365 applications, Outlook, mobile email access, VPN connectivity, printers, and peripheral devices.
• Perform basic account administration, including password resets, user access management, and troubleshooting authentication issues.
• Escalate complex issues to appropriate technical teams while ensuring accurate documentation and follow-up.

Help Desk Operations

• Answer, log, prioritize, and track support requests through the organization''s ticket management system.
• Accurately triage incidents and route tickets to the appropriate support teams.
• Monitor ticket progress and communicate status updates to users.
• Maintain knowledge base articles, documentation, and support resources.
• Generate and maintain operational reports, metrics, and service records as needed.

Customer Service

• Deliver exceptional customer service while supporting employees at all levels of the organization.
• Handle high-volume, time-sensitive support requests with professionalism and urgency.
• Manage challenging customer interactions effectively and maintain a positive user experience.
• Educate users on technology best practices and supported applications.
• Build strong working relationships with internal departments and technical teams.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.

Experience

• Minimum one (1) year of experience in IT support, desktop support, service desk, help desk, customer support, or a related technical support role.
• Experience supporting medium-to-large organizations preferred.
• Healthcare, education, or highly regulated industry experience is a plus.

Certifications

• CompTIA A+ Certification preferred.
• Additional Microsoft or service desk certifications are a plus.

Technical Knowledge & Skills

Candidates should demonstrate knowledge and hands-on experience with:

• Windows and Mac operating systems
• Microsoft 365 and Outlook support
• Active Directory fundamentals
• Password and account management
• Remote support tools
• TCP/IP networking fundamentals
• DNS, DHCP, VPN, and Default Gateway concepts
• Email technologies (SMTP, OST files)
• Basic command-line troubleshooting tools (PING, IPCONFIG, NSLOOKUP, CHKDSK, GPUPDATE)
• Printer and peripheral support
• Mobile device support and troubleshooting
• Malware and virus response procedures
• Ticketing and service management systems

Core Competencies

• Strong customer service orientation
• Excellent verbal and written communication skills
• Problem-solving and analytical thinking
• Ability to prioritize multiple tasks in a fast-paced environment
• Attention to detail and accurate documentation
• Adaptability and willingness to learn new technologies
• Ability to remain calm under pressure
• Collaboration and teamwork across departments
• Professionalism and accountability
• Time management and organizational skills

Work Environment

• Hybrid work schedule available.
• Fast-paced IT support environment serving a large internal customer base.
• Frequent interaction with employees, managers, executives, and technical teams.
• Extended periods of computer and telephone use.
• Occasional lifting and handling of computer equipment and peripherals may be required.

Ideal Candidate Profile

The ideal Help Desk Associate is a customer-focused IT professional with strong troubleshooting skills, experience supporting Windows-based environments, and the ability to effectively manage multiple priorities. Successful candidates demonstrate technical aptitude, excellent communication, professionalism, and a commitment to providing exceptional support while serving as the first point of contact for IT-related issues. Candidates should be comfortable supporting a large user population, triaging tickets accurately, and collaborating with technical teams to drive issue resolution.

Compensation

• Salary: $45,000 - $60,000
• Comprehensive medical, dental, and vision insurance plans.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Company-paid life insurance, short-term disability, and long-term disability coverage.
• Paid parental leave, vacation time, sick leave, and paid holidays.
• 401(k) retirement savings plan with employer contributions and matching opportunities.
• Tuition assistance and professional development programs to support career growth and continuing education.
• Student loan repayment assistance for eligible employees.
• Employee wellness programs, Employee Assistance Program (EAP), and preventive health resources.
• Free parking, childcare assistance, and various employee discount programs including gym memberships, cell phone plans, and more.
• Hybrid work opportunities based on departmental and business needs