Helpdesk Technician

About the role

Level 1 Helpdesk is the front line for IT support. The role is responsible for receiving requests through approved support channels, validating the user impact, documenting the issue clearly, performing standard troubleshooting, resolving known and repeatable issues, and escalating items that require higher-tier engineering or administrative action. Success is measured by responsiveness, ticket quality, first-contact resolution for eligible issues, customer communication, and same-day closure where appropriate.

Key responsibilities

• Receive, triage and/or route support requests from approved channels, including phone, portal, Teams, and walk-up requests when applicable.
• Physically receive, handle, and process devices delivered by mail, and prepare and ship configured outbound devices in a timely manner while meeting defined service levels and asset-handling procedures.
• Create, update, and own tickets in helpdesk software from intake through closure or escalation, including user, affected device or application, business impact, troubleshooting performed, resolution, and next steps.
• Resolve known and repeatable issues at first contact when possible, including basic access issues, mobility (iPhone or tablet), standard software requests, printer support, Microsoft 365 suite support, and common endpoint issues.
• Perform standard identity and access tasks within approved procedures, including password resets, account unlocks, MFA support, group membership validation, and escalation of permission changes that require approval.
• Support endpoint and device tasks such as workstation and mobility setup, basic troubleshooting, software installation, patching, printer mapping, mobile device support, and Intune device status checks.
• Support Teams telephony and field mobility needs, including softphone setup, headset validation, iOS/iPad check-in and check-out, basic configuration, and inventory exception reporting.
• Escalate issues to Level 2 when the issue is outside Level 1 authority, requires elevated access, involves recurring failure, creates business risk, or cannot be resolved within expected handling time.
• Maintain clear customer communication by acknowledging requests, setting expectations, providing status updates, confirming resolution, and closing the loop with the requester.
• Review suspected junk or phishing requests, take necessary actions, and communicate to end users.

About you

• 0–2 years of IT support experience or equivalent hands-on troubleshooting capability.
• Working familiarity with Windows 10/11, Microsoft 365, Teams, basic networking concepts, printers, mobile devices, and common business applications.
• Strong customer-service mindset with professional communication, accurate written notes, follow-through, and disciplined escalation habits.
• Preferred but not required: experience with a helpdesk request management product, Intune, Entra ID, remote support tools, CompTIA A+, Network+, or equivalent foundational technical training.