IT Helpdesk Technician (Tier 1)
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Summary
First-line IT support technician at Family Guidance Center, troubleshooting hardware/software and network issues, handling password resets and account unlocks in Active Directory/Entra ID, and imaging and deploying endpoints (via Intune), while logging tickets and escalating unresolved issues to the MIS Director.
Description
This is a professional Information System’s position which performs work in accordance with Family Guidance Center policies and industry “best practices”.
The IT Help Desk Technician (Tier 1) is the first line of technical support, where the primary goal is to identify, troubleshoot, and resolve basic technical issues quickly, maintain user satisfaction, and escalate unresolved matters to the MIS Director.
This position requires a balance of both a technical troubleshooter and a customer service representative, ensuring that users receive prompt, accurate, and professional support while maintaining clear records and smooth escalation processes.
Duties & Responsibilities
Technical Support & Troubleshooting (50%)
- Troubleshoot hardware malfunctions (PCs, Thin Clients, Chromebooks, iPads, desk phones, mobile phones and multi-function network printers).
- Resolve software application crashes, operating system errors, and accessing network issues.
- Assist and guide users through basic network connectivity issues, including Wi-Fi and mobile connectivity with hotspots.
- Execute Tier 1 endpoint remediation utilizing remote desktop control tools.
Systems Administration & Provisioning (35%)
- Perform basic identity management tasks, including password resets, multi-factor authentication (MFA) setups, and account unlocks within Active Directory or Microsoft Entra ID.
- Image, test, and deploy FGC endpoints using automated deployment tools.
- Coordinate the secure distribution and tracking of technical equipment assets during employee onboarding and offboarding.
Documentation & Compliance (15%)
- Maintain meticulous logs of all support tickets inside the IT Service Desk platform, tracking time to resolution and resolution steps.
- Contribute to standard operating procedure documentation and update user-facing self-service solution articles.
- Ensure all endpoints adhere to corporate cybersecurity policies, validating active antivirus deployment and software update status.
- Special Projects and other duties as assigned by the MIS Director or Co-CEO.
Core Competencies
- Familiarity with Windows/ChromeOS/iOS deployment via Intune.
- Understanding of core infrastructure concepts (DHCP, DNS, IP Addressing, LAN and WAN).
- Acute attention to detail and strong time-management habits to track competing ticket priorities.
- Has the ability to work well with others and be able to explain issues and applications to non-technical people.
- Has the ability to handle confidential information appropriately.
Experience and Education Qualifications
The following education and experience qualifications are the minimum requirement used to admit or reject applicants for consideration.
- BA/BS in Computer Information Systems or related field; experience may be substituted for degree requirements, preferred.
- Minimum of 1 – 2 years of verified experience operating with an enterprise ticketing system.
Necessary Special Qualifications
- Must successfully pass a background screening in accordance with 9 CSR 10-5.190.
- Must possess a valid driver’s license and is, and remains insurable, under Family Guidance Center automobile liability insurance.
An Equal Opportunity Employer
Family Guidance Center does not discriminate based on race, color, religion, sex or national origin.