IT Support Technician I - Onboarding

The Helpdesk Tier 1: Onboarding / Offboarding Specialist is the primary point of contact for all new employee onboarding and offboarding requests, ensuring a smooth and professional experience for employees from day one. This role also handles Tier 1 technical support tickets, providing courteous and efficient assistance to end-users. As the first impression of IT support, the ideal candidate must be personable, proactive, and customer focused.

Onboarding & Offboarding (Primary Focus)

• Manage all onboarding and offboarding tickets in the IT service management system.
• Coordinate account creation, hardware provisioning, and software access for new hires.
• Ensure timely deactivation of accounts and retrieval of equipment during offboarding.
• Communicate clearly with hiring managers and employees to gather necessary details (e.g., hardware needs, shipping addresses, access requirements).
• Follow established workflows and checklists to maintain compliance and security standards.
• Setting up hardware for new hire prior to their start date.
• Fresh starting windows computers via the Intune Portal.
• Perform new hire orientation on their first day; aiding them in setting up IT hardware, software and other tools and resources as needed.
  
  

Tier 1 Helpdesk Support

• Act as the first line of support for incoming IT requests via phone, email, and ticketing system.
• Troubleshoot and resolve basic technical issues (password resets, account unlocks, hardware setup, and software installation).
• Document all interactions and resolutions accurately in the ticketing system.
• Escalate complex issues to Tier 2 or Tier 3 teams when necessary.
• Maintain SLA compliance for response and resolution times.
• And other duties as assigned
  
  

Technical Skills

Required Skills & Qualifications

• Basic understanding of Windows/Mac OS, Microsoft 365, Active Directory, and other common enterprise applications.
• Familiarity with ITSM tools (e.g., FreshService, ServiceNow, Jira Service Management).
  
  

Soft Skills

• Exceptional communication and interpersonal skills; the ability to create a positive experience for employees.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Positive attitude and patience when assisting non-technical users.
• Commitment to delivering excellent customer service.
• Willingness to learn and adapt to new technologies and processes.
  
  

Education & Experience

• High school diploma or equivalent
• 1 years Previous experience in IT support or customer service is a plus, can substitute education and technical certifications (CompTIA A , ITIL Foundation) preferred.
  
  

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10 days annually), including Parental Leave, 20 Paid Holidays, 401(k) Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.

Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.