Posted 2 days ago
Helpdesk Technician I
AI Summary
Tier I Helpdesk Technician serving as the first point of contact for IT support. Troubleshoots common hardware, peripheral, OS, and account issues, logs tickets, and assists with onboarding/offboarding in a fast-paced environment.
About this role
Job Title: Helpdesk Technician I
Location: National Harbor, MD
Type: Full Time
Compensation: $50,000 Annually, subject to experience – plus a performance bonus of up to 15% of annual salary, paid in quarterly increments
Are you someone who enjoys helping people solve everyday technical issues and keeping work moving smoothly? Do you take pride in resolving tickets, setting up equipment, and being a reliable first point of contact when technology doesn’t work as expected? Tier I Helpdesk is where strong fundamentals, customer service, and troubleshooting skills come together. We’re looking for someone who is eager to learn, follows best practices, and enjoys supporting users in a fast-paced environment.
Responsibilities
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Serve as the first point of contact for IT support requests across tickets, phone, chat, and email.
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Troubleshoot and resolve common end-user issues, including peripheral devices, monitor and docking station setup, and password or account access issues.
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Basic operating system and application support.
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Log, track, prioritize, and update support tickets according to established SLAs.
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Provide clear, professional communication to users regarding issue status and resolution steps.
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Escalate unresolved or complex issues to Tier 2 or Tier 3 support with thorough documentation.
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Assist with user onboarding and offboarding tasks as assigned.
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Maintain accurate documentation and follow standard operating procedures.
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Support a positive end-user experience and uphold company IT policies.
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Utilize ticketing and service management systems and endpoint management tools.
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Support collaboration and productivity platforms and perform basic identity and access tasks.
Qualifications
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0–2 years of experience in a help desk, technical support, or customer-facing role.
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Basic knowledge of Windows and/or macOS environments, Microsoft 365.
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Hands-on experience with common hardware and peripherals.
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Familiarity with ticketing systems, endpoint or identity tools, and the ability to follow documented processes.
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Strong customer service, communication, and time-management skills.
Preferred Skills and Experience
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Entry-level IT or Microsoft certifications (CompTIA ITF+, A+, AZ-900, or Microsoft 365 Fundamentals).
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Associate degree, coursework, or hands-on experience in Information Technology or a related field.
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Exposure to cloud-based, Microsoft 365, Linux or modern endpoint management environments.
