IT Help Desk Technician I

55%

First-Line Technical Support

·        Serves as the first point of contact for end-user support requests received by phone, email and ticket

·        Provides support for standard hardware, software, account and connectivity issues

·        Resolves routine incidents and service requests within documented procedures, escalating to Help Desk Technician II when scope or complexity exceeds the level

·        Responds to support tickets in a timely and efficient manner, ensuring that SLA response targets are met

·        Provides excellent customer service, maintaining a positive and professional attitude at all times

·        Records all work in the ticketing system, ensuring that detail, categorization and status are accurate and current

20%

Provisioning and Asset Support

·        Images, configures and deploys workstations, laptops, mobile devices and peripherals

·        Completes new hire setup and equipment onboarding and offboarding tasks

·        Maintains accurate hardware inventory and asset records

·        Supports account creation, password resets and access requests under established procedures

15%

Knowledge and Collaboration

·        Follows documented procedures and knowledge base articles, and reports gaps or errors found in them

·        Drafts knowledge base articles for issues seen repeatedly at first contact

·        Works alongside Help Desk Technician II and the Help Desk Technical Lead, escalating with complete and accurate detail

·        Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization

10%

Development and Additional Responsibilities

·        Builds foundational technical knowledge across operating systems, applications, peripherals and basic networking concepts

·        Enters an IT Operations specialty track and works toward its associated certification

·        Performs any other duties and tasks as assigned by management

·        Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm.