Help Desk Technician

POSITION PURPOSE

The Help Desk Technician I serves as the first and primary point of contact for all IT support requests across the organization. This position acts as the gatekeeper for ticket intake and triage, ensuring issues are accurately assessed, prioritized, documented, and either resolved at Tier 1 or escalated to the appropriate Level 2/3 teams. The role requires strong judgment, attention to detail, and a commitment to delivering a high-quality, customer-focused support experience.

ESSENTIAL FUNCTIONS AND DUTIES

• Serve as the initial point of contact for all IT support requests via ticketing system, phone, email, and chat
• Perform initial ticket intake and triage, including categorization, prioritization, and urgency assessment
• Evaluate business impact and determine the appropriate resolution or escalation path
• Troubleshoot and resolve Tier 1 hardware, software, and network connectivity issues
• Perform user account setup, password resets, access provisioning, and basic identity management
• Escalate issues to Level 2/3 support teams with complete and accurate documentation
• Maintain detailed ticket notes, resolutions, and knowledge base documentation
• Monitor and manage ticket queues to ensure SLA response and resolution standards are met
• Assist with employee onboarding and offboarding, including device setup and access provisioning
• Support asset management activities, including inventory tagging, tracking, and audits
• Provide basic support for printers, copiers, peripherals, toner replacement, and AV equipment
• Deliver timely status updates and clear communication to end users throughout the support lifecycle

KNOWLEDGE, EXPERIENCE AND SKILLS

• 1–3 years of experience in IT support or help desk roles
• Working knowledge of Windows and macOS environments
• Experience with ticketing systems; Zoho Desk experience strongly preferred
• Familiarity with Microsoft 365 and Google Workspace environments
• Basic understanding of networking concepts, including DHCP, DNS, VPN, and TCP/IP
• Exposure to Active Directory, Azure AD, Intune, or other MDM tools preferred
• Strong written and verbal communication skills with the ability to explain technical concepts clearly
• Excellent organizational skills, attention to detail, and ability to prioritize in a fast-paced environment
• Relevant certifications such as CompTIA A , Network , ITIL, or similar are a plus
• Operating Systems: Windows, iOS, Android, macOS
• Productivity Suite: Microsoft 365, Google Workspace
• Ticketing System: Zoho Desk
• Identity & Access: Active Directory, Azure AD
• Remote Support Tools: LogMeIn, Zoho Assist, Quick Assist
• Hardware Supported: Laptops, Desktops, Mobile Devices, Printers, Peripherals, Security Cameras, AV equipment
• Collaboration Tools: Teams, Zoom

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Ability to sit or stand for extended periods while providing technical support
• Ability to lift, carry, and move IT equipment weighing up to 50 pounds
• Dexterity to set up, configure, and troubleshoot hardware and peripherals
• Ability to bend, reach, and perform repetitive tasks associated with device setup and inventory management
• Capability to work in a fast-paced, on-site support environment

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the position. In no instance should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.