Technician I Service Desk

Job Purpose

The Technician I provides front-line technical support for end users across multiple locations. This role covers troubleshooting installation and maintenance of computers peripherals and mobile devices while ensuring a professional and customer-focused experience. The Technician I also works with other departments to assist in supporting networking and server systems as directed.

Essential Duties and Responsibilities

• Install configure and maintain company computers laptops printers and peripheral equipment.
• Perform first-level troubleshooting for hardware operating systems (Windows/macOS) and user accounts.
• Provide support for widely used productivity and creative software (office suites design tools and related applications).
• Assist in supporting mobile devices including HP and Apple products.
• Provide end-user assistance with email file access and collaboration tools.
• Contribute to endpoint security efforts including antivirus and patching processes.
• Document support requests incidents and resolutions in the service desk system.
• Escalate more complex issues including advanced networking and server incidents to higher-level technicians while providing initial triage and support.
• Collaborate with peers and other departments on joint troubleshooting and project work.
• Follow departmental standards documentation practices and service desk workflows.
• Perform other duties as assigned.

Qualifications

• Foundational knowledge of computer hardware operating systems (Windows/macOS) and networks.
• Familiarity with common productivity and creative applications.
• Ability to diagnose and resolve printer and peripheral issues.
• Basic understanding of networking and server environments with willingness to learn and assist.
• Customer service experience and strong communication skills.
• Basic problem-solving and analytical skills.
• Ability to manage time effectively in a fast-paced environment.
• Self-motivated with the ability to work independently and under supervision.

Education and Experience

• Associate degree in Information Technology or related field or equivalent work experience.
• Previous customer support or help desk experience preferred.

Other Requirements

• Valid drivers license.
• Ability to lift/move up to 50 pounds occasionally.
• Willingness to travel occasionally between sites.