Information Technology Help Desk

This position will be responsible for answering and resolving Level 1 tickets. Below are examples of tasks that fall within this scope to help clarify expectations:

Level 1 Support

Monitoring and responding to incoming tickets within the IT ticketing system

Providing first-line technical support for common end-user issues, including:

Password resets and account lockouts

Basic login and authentication issues

Email access and basic email troubleshooting

Standard application access issues

VPN connection assistance

Performing initial troubleshooting and issue triage to determine resolution paths

Resolving issues using documented procedures and knowledge base articles

Escalating unresolved or complex issues to Level 2 or higher support teams with proper documentation and notes

Workstation & Peripheral Support

Assisting users with basic workstation setup and configuration

Supporting monitor setup, including:

Connecting monitors and confirming correct display settings

Coordinating with Facilities for physical adjustments or installations when required

Providing basic troubleshooting for keyboards, mice, docks, and other standard peripherals

Laptop Refresh & User Data Support

Assisting with laptop deployments and replacements

Exporting users’ internet favorites/bookmarks from existing laptops

Ensuring exported favorites are retained and documented so they can be imported into the user’s profile on the new laptop

Verifying user access post-deployment (email, network, applications)

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