Help Desk Technician

Help Desk Technician

Internal Role Description

October 15, 2026

Role Summary

The Help Desk Technician is the frontline of our service department — the first voice customers hear when they need help. This role is about answering calls, solving problems, and making sure nothing falls through the cracks. Every interaction should be friendly, efficient, and complete: the issue gets resolved, the loop gets closed, and the right people are informed.

Core Responsibilities

• Answer incoming support calls promptly and professionally. Set a friendly, confident tone from the first greeting and treat every customer with courtesy, patience, and respect.
• Create an accurate service ticket for every customer issue, capturing the problem, the equipment involved, and all relevant details.
• Troubleshoot technical issues — including print, copy, scan, and fax problems; print drivers and print queues; and basic network connectivity — find the solution, and resolve the problem whenever possible during the call.
• Close the loop on every ticket: follow up with the customer to confirm the issue is fully resolved, document the outcome, and make sure every ticket is followed through to closure.
• Own every problem — never expect the customer to find their own solution. Work the issue yourself until it is resolved or properly escalated.
• Escalate confidently: it is always okay to ask for help in our office — never be afraid to escalate rather than leave a customer waiting. Recognize when an issue requires a field technician or management involvement, escalate promptly with complete documentation, and dispatch technicians as needed. Every escalated ticket stays your responsibility until it is fully closed.
• Keep sales representatives informed: when a customer’s issue is resolved, notify the sales rep where appropriate so they stay current on their accounts.
• Provide support for interactive display systems and camera security systems (Verkada and Rhombus) as needed, and continue building knowledge across our product lines.
• Maintain internal documentation and knowledge base articles so the whole team can work efficiently.

Additional Duties

Prepare returned equipment: perform a secure data wipe (hard drive sanitization) on machines coming into the warehouse from customers, ensuring all stored customer data is completely removed.

Install data collection agents (DCAs) on customer machines and troubleshoot them, ensuring meter reads and usage data are captured accurately.

Required Qualifications

• 1–2 years of help desk, IT support, or technical customer service experience (or equivalent combination of education and experience).
• Working knowledge of Windows operating systems, print drivers, and basic networking concepts (TCP/IP, DHCP, printer connectivity).
• Clear, professional communication skills — able to explain technical solutions in plain language.
• Strong organization and follow-through; comfortable managing multiple open tickets at once.

Preferred Qualifications

• Experience supporting copiers/multifunction devices or other office technology equipment.
• Familiarity with interactive displays or classroom technology.
• Experience with Verkada, Rhombus, or other video security platforms.
• CompTIA A , Network , or equivalent certification.

What Success Looks Like

• Customers get a friendly, knowledgeable answer quickly — most issues resolved on the first contact.
• Every ticket is documented, followed up on, and brought to full closure.
• Sales reps stay informed about their customers’ service outcomes.
• Escalations are timely, complete, and handed off properly.
• Customers consistently feel well treated — that is the standard.

Pay: $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

Salary : $45,000