What are the responsibilities and job description for the Help Desk Technician Level 1 position at Certus?
About the Role:
At Certus, technology keeps everything moving, and our Help Desk Technicians are at the heart of it. In this role, you'll be the first line of support for our organization, solving real problems that help people do their best work every day. From diagnosing hardware issues to supporting Microsoft 365 and everything in between, you'll build hands-on experience across a broad tech stack in a collaborative, fast-paced environment.
You'll start fully on-site to build relationships, learn our systems, and get up to speed with the team — then transition to a hybrid schedule of 3 days in-office and 2 days remote.
What You'll Do:
We want you to thrive here. You'll be set up for success with clear performance benchmarks:
The following apply to in-office candidates:
Certus is a growing company where your contributions are visible and valued. You'll work alongside a supportive IT team, gain exposure to a wide range of technologies, and have room to grow. This is a great opportunity to build a strong foundation for a long-term IT career.
EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
At Certus, technology keeps everything moving, and our Help Desk Technicians are at the heart of it. In this role, you'll be the first line of support for our organization, solving real problems that help people do their best work every day. From diagnosing hardware issues to supporting Microsoft 365 and everything in between, you'll build hands-on experience across a broad tech stack in a collaborative, fast-paced environment.
You'll start fully on-site to build relationships, learn our systems, and get up to speed with the team — then transition to a hybrid schedule of 3 days in-office and 2 days remote.
What You'll Do:
- Own the ticket queue — respond promptly, diagnose thoroughly, resolve accurately, escalate if necessary, and keep end-users informed every step of the way.
- Detail and track all work, communication, and time accurately in our ticketing system.
- Troubleshoot, diagnose, and repair desktops, laptops, smartphones, printers, virtual machines, Windows OS, Mac OS, Microsoft 365, Microsoft Entra, 3rd party software, and department-specific applications.
- Provide basic network-level support: LAN/WAN connectivity, routers, switches, and wireless.
- Install and configure computer hardware and software for new and existing employees.
- Escalate complex issues to the right team members or departments with clear, detailed handoffs.
- Support backup and disaster recovery solutions as needed.
- Manage IT assets and maintain up-to-date internal documentation within ticket system
- Look for opportunities to improve the IT support experience — your ideas matter here.
- Maintain internal documentation and KB articles, including updates and changes.
- Assist and train teammates and employees as needed, contributing to a stronger team overall.
- 1 year of relevant IT support or help desk experience.
- High School Diploma or equivalent.
- Solid knowledge of IT applications, processes, hardware, and software.
- Strong diagnostic and troubleshooting skills.
- Excellent communication and customer service instincts — you keep people calm and informed.
- Ability to juggle multiple priorities and adapt quickly in a dynamic environment.
- Comfortable working independently and collaborating with teammates, field engineers, and product owners.
We want you to thrive here. You'll be set up for success with clear performance benchmarks:
- First Contact Resolution — keeping re-opened tickets to a minimum.
- SLA Compliance — resolving 90% of tickets within defined timeframes while maintaining quality.
- Customer Satisfaction — achieving a 90% score on ticketing system surveys.
The following apply to in-office candidates:
- Ability to sit for extended periods and work at a computer.
- Comfortable wearing a headset for extended periods.
- Ability to lift 35 lbs.
- Ability to use tools to assemble, disassemble, or upgrade hardware.
- Ability to pack and ship hardware as needed.
Certus is a growing company where your contributions are visible and valued. You'll work alongside a supportive IT team, gain exposure to a wide range of technologies, and have room to grow. This is a great opportunity to build a strong foundation for a long-term IT career.
EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.