What are the responsibilities and job description for the Help Desk Technician position at BravoTECH?
About The Role
We’re looking for a customer-focused IT Support Specialist to join our team and help deliver a seamless technology experience across the organization. In this role, you’ll provide hands-on support for end-user devices, Microsoft 365 services, and business applications in a modern, cloud-first environment.
You’ll work closely with employees to troubleshoot issues, deploy devices, and ensure reliable day-to-day IT operations. This is a great opportunity for someone who is organized, proactive, and eager to grow their technical skills.
What You’ll Do
End User Support
We’re looking for a customer-focused IT Support Specialist to join our team and help deliver a seamless technology experience across the organization. In this role, you’ll provide hands-on support for end-user devices, Microsoft 365 services, and business applications in a modern, cloud-first environment.
You’ll work closely with employees to troubleshoot issues, deploy devices, and ensure reliable day-to-day IT operations. This is a great opportunity for someone who is organized, proactive, and eager to grow their technical skills.
What You’ll Do
End User Support
- Provide first-level technical support via phone, email, Microsoft Teams, and ticketing systems
- Monitor, prioritize, and resolve help desk tickets within defined service levels
- Troubleshoot hardware, software, connectivity, printers, and application issues
- Escalate complex issues to senior IT staff or external vendors as needed
- Communicate technical solutions clearly to non-technical users
- Support Microsoft 365 tools including Outlook, Teams, OneDrive, SharePoint, and Office apps
- Manage user accounts, password resets, access permissions, and software licensing
- Handle onboarding and offboarding activities, including account setup and equipment provisioning
- Support identity and security initiatives such as multi-factor authentication (MFA)
- Image, configure, and deploy Windows 11 laptops and desktops
- Install, update, and maintain endpoint devices and applications
- Track and manage IT asset inventory including hardware and software
- Coordinate device repairs, replacements, and warranty services
- Assist with cybersecurity awareness initiatives and endpoint security practices
- Follow IT policies, procedures, and security standards
- Create and maintain documentation, knowledge base articles, and SOPs
- Support conference room technology, AV systems, and IT projects as needed
- High School Diploma or GED
- 1 year of experience in Help Desk, Desktop Support, or Technical Support
- Experience with Microsoft 365 applications and services
- Experience working with IT ticketing systems
- Hands-on experience imaging and deploying laptops/desktops
- Strong knowledge of Windows 11
- Excellent troubleshooting, communication, and customer service skills
- Ability to manage multiple priorities in a fast-paced environment