The Help Desk Technician is an administrative and user-support focused role responsible for providing frontline IT assistance to employees. This position serves as the primary point of contact for IT issues, manages support tickets, and executes approved IT tasks in accordance with established policies and procedures. The Help Desk Technician operates under the direction of the Help Desk Administrator and follows defined workflows, escalation paths, and service standards. This role does not own IT assets, onboarding or offboarding authority, or access governance.
User Support & Service Delivery
· Serve as the first point of contact for all IT-related support requests
· Provide first-level troubleshooting for hardware, software, and application issues
· Assist users with account-related issues such as password resets and account unlocks in accordance with policy
· Provide clear, professional, and timely communication to users regarding issue status and resolution
Ticket & Workflow Management
· Accurately document all support requests, actions taken, and outcomes in the help desk ticketing system
· Monitor assigned ticket queues to ensure timely response and resolution
· Properly categorize, prioritize, and escalate tickets according to defined procedures
· Escalate issues to the Help Desk Administrator when resolution falls outside technician scope
· Route onboarding, offboarding, and asset-related requests to the appropriate IT role
Administrative Execution
· Execute IT tasks only when approved by policy or assigned by the Help Desk Administrator
· Follow documented procedures and standard operating practices
· Assist with routine administrative IT functions that do not require elevated privileges or asset authority
Documentation & Knowledge Support
· Contribute to the maintenance and accuracy of help desk documentation and knowledge base articles
· Identify recurring issues and recommend documentation or process improvements
Coordination & Collaboration
· Work closely with other Help Desk Technicians to ensure consistent service delivery
· Coordinate with the Asset & Lifecycle Administrator and Systems Administrator through defined escalation paths
· Support IT initiatives through assigned administrative tasks and user communication
Explicit Role Boundaries
The Help Desk Technician role does not include: - Ownership, assignment, recovery, or disposal of IT assets - Employee onboarding or offboarding authority - Independent provisioning or revocation of system access - Asset inventory management - Security configuration or infrastructure administration - Compliance evidence ownership or audit response authority
Essential Functions
· Respond to and resolve user support requests efficiently and professionally
· Maintain accurate, complete, and timely ticket documentation
· Adhere to established IT policies, procedures, and security requirements
· Communicate effectively with both technical and non-technical users
Equipment / Systems Used
· Desktop and laptop operating systems
· Standard office productivity applications
· Help desk and ticketing systems
· Remote support and troubleshooting tools
Competencies
· Strong customer service and communication skills
· Attention to detail and disciplined documentation habits
· Ability to follow procedures and escalation paths
· Effective time management and prioritization skills
· Professional demeanor and problem-solving mindset
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment & Physical Demands
This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and related devices. Occasional lifting or movement of IT equipment may be required.
Expected Hours of Work
This is a full-time, non-exempt position. Typical hours are Monday through Friday, 8:00 AM to 5:00 PM, with flexibility as required to meet operational needs.
Travel
Minimal travel may be required, primarily local during business hours.
Required Education & Experience
· High school diploma or equivalent
· Previous experience in a Help Desk, IT support, or customer service role
· Basic knowledge of desktop operating systems and common business applications
Preferred Education & Experience
· Associate’s or Bachelor’s degree in Information Technology or related field
· Relevant certifications (e.g., CompTIA A+, Microsoft Fundamentals) are a plus
- Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
- Matching 401K
- Short- and Long-Term Disability
- Pet Insurance
- Professional Development/Education Reimbursement
- Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
