Service Desk Technician Level 1

THE HR GROUP | INFORMATION TECHNOLOGY

Service Desk Technician – Level 1

Position Description

POSITION SUMMARY

The Level 1 Service Desk Technician serves as the primary point of contact for employees requiring technical assistance across The HR Group and its subsidiary companies. The position is accountable for the intake, triage, and resolution of Service Desk requests, the accurate documentation of all support activity, and the consistent delivery of a professional, service-oriented experience to the organization’s end users.

In addition to front-line support, the role will assist with entry-level cybersecurity efforts such training and malicious activity mitigation, contributes to infrastructure deployment initiatives, including structured cabling, network equipment installation, and physical security systems, in support of the organization’s ongoing modernization efforts.

CORE RESPONSIBILITIES

Ticket Management

• Monitor the Service Desk queue and respond to incoming requests in a timely manner, consistent with established service-level agreements (SLAs).
• Maintain complete and accurate records of all user interactions, diagnostic steps, and resolutions within the ticketing system.

Diagnostics and Issue Resolution

• Perform initial triage and resolve routine technical issues, including password resets, connectivity disruptions, and printer configuration.
• Escalate complex or high-impact issues to Level 2 support or the appropriate specialized team, with sufficient documentation to enable efficient resolution.

End-User Support and Communication

• Communicate clearly and professionally with employees by phone, email, and chat.
• Provide structured, step-by-step guidance to enable users to resolve common technical matters.
• Approach user concerns with courtesy, patience, and a commitment to timely resolution.

Process Adherence and Compliance

• Adhere to established operating procedures, security policies, and service-level agreements.
• Ensure documentation is maintained to a standard that supports internal audits, compliance requirements, and ongoing knowledge base development.

SUPPLEMENTAL RESPONSIBILITIES

Training will be provided as required to support the following responsibilities.

Structured Cabling

• Install, terminate, and test network cabling in accordance with applicable standards.
• Maintain organized and properly documented patch panels and cable management.

Network Infrastructure

• Assist with the installation and configuration of network equipment.
• Perform basic network testing and validation following deployment.

Physical Security Systems

• Install and configure IP-based security cameras (CCTV).

Additional Duties

• Perform other duties as assigned by IT leadership in support of departmental objectives.

REQUIRED QUALIFICATIONS

• Two to four years of experience
• Foundational knowledge of Windows and macOS operating systems.
• Working knowledge of Microsoft 365 applications and user account administration.
• Working knowledge of SharePoint team sites.
• Strong written and verbal communication skills, with the ability to convey technical information to non-technical audiences.
• Demonstrated ability to manage competing priorities effectively in a fast-paced environment.
• A customer-focused approach combined with sound analytical and problem-solving skills.

PREFERRED QUALIFICATIONS

• Prior experience in an IT support, help desk, or customer service capacity.
• Familiarity with IT service management and ticketing platforms (e.g., ServiceNow, Zendesk).
• IT Degree, Professional Accreditation, or Certification is a plus

WHAT WE OFFER

• Salary $50,000 - $60,000
• Comprehensive benefits package
• 401(k) with company match
• Paid time off / holidays