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.