Help Desk Specialist I

The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues. This role serves as the initial point of contact, responsible for accurate incident intake, troubleshooting, documentation, and resolution or escalation in accordance with established support procedures and service expectations.

Requirements

• Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
• Diagnose and resolve common hardware, software, connectivity, and peripheral issues
• Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
• Escalate unresolved or complex issues to appropriate IT teams following established procedures
• Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
• Follow documented policies, procedures, and support standards while meeting service-level expectations
• Collaborate effectively within a team-based support environment
• Maintain a strong focus on customer service and quality while continuously developing technical skills

Benefits

• Medical (HDHP) w/Pharmacy
• Dental
• Vision
• Long Term Disability
• Health Savings Account
• Flexible Spending Account Options
• Life Insurance
• Accident Insurance
• Critical Illness Insurance
• Pre-paid Legal Insurance
• Parking and Transit FSA accounts
• 401K
• ROTH 401K
• Paid Time Off