Tier 1 Helpdesk Technician

Position: Tier 1 Helpdesk Technician
Position Type: Contract
Compensation: $21.00 - $25.00 per hour DOE
Location: Owasso, OK

Job Summary:
The IT Help Desk Technician I serves as the first point of contact for employees seeking technical assistance. This position provides Tier 1 support for Microsoft 365 applications, user accounts, workstations, and IT equipment while delivering exceptional customer service. The technician is responsible for responding to help desk requests, onboarding and offboarding support, device management, and basic Microsoft 365 administration. This role works closely with the IT Lead to ensure timely resolution of technical issues and escalation of complex
problems.

ESSENTIAL FUNCTIONS:
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Tier 1 Help Desk Support

1. Serve as the first point of contact for employee technical support requests.
2. Provide password reset and multi-factor authentication (MFA) assistance.
3. Troubleshoot Microsoft Outlook, Teams, OneDrive, and other Microsoft 365 applications.
4. Provide basic Windows and macOS workstation support.
5. Assist with software installation and configuration requests.
6. Troubleshoot printers, peripherals, and common hardware issues.
7. Escalate advanced technical issues to the IT Lead or appropriate resources.

Freshdesk Ticket Management

1. Monitor and respond to incoming IT support tickets.
2. Triage, prioritize, assign, and resolve Tier 1 support requests.
3. Maintain accurate ticket documentation and status updates.
4. Communicate regularly with users regarding issue status and resolution.
5. Document recurring issues and contribute to knowledge base articles.
6. Escalate unresolved or complex issues according to established procedures.

User Onboarding and Offboarding

1. Create, modify, and disable user accounts.
2. Assign Microsoft 365 licenses and manage group memberships.
3. Configure, prepare, and deploy laptops and other technology equipment for new hires.
4. Coordinate equipment recovery and account deactivation during employee separations.
5. Ensure onboarding and offboarding tasks are completed in a timely and secure manner.

Device Management

1. Image, configure, and deploy end-user devices.
2. Maintain accurate inventory records for IT hardware and equipment.
3. Perform equipment replacements, upgrades, and troubleshooting.
4. Coordinate shipping and receiving of technology equipment for remote employees.

Microsoft 365 Administration

1. Process requests for shared mailbox access and permissions.
2. Maintain distribution lists and Microsoft Teams memberships.
3. Configure calendar permissions and mailbox access rights.
4. Perform basic administration within Exchange Online and Microsoft Entra ID.
5. Support user account management and security best practices.

Audio/Visual and Meeting Support

1. Ensure conference rooms and A/V equipment are prepared for meetings, presentations, and events.
2. Provide support for Microsoft Teams meetings and conference room technology.
3. Assist guest presenters and speakers with device connectivity and presentation setup.
4. Troubleshoot conference room technology, displays, microphones, speakers, and other A/V equipment.

SELECTION CRITERIA:
Associate’s degree in Information Technology, Computer Science, or related field preferred.; High school diploma required with 1-2 years of similar work experience PLUS the following job-related experience:

1. Familiarity with Microsoft 365 applications and services.
2. Basic understanding of Windows and macOS operating systems.
3. Strong troubleshooting and problem-solving skills.
4. Excellent customer service and communication abilities.
5. Ability to manage multiple priorities and work independently.
6. Experience supporting remote users and distributed workforces.
7. Prior experience with Microsoft Entra ID (Azure AD) is preferred.
8. Familiarity with Freshdesk or other IT service management (ITSM) platform is preferred.
9. Prior experience administering Microsoft 365 users and licenses is preferred.
10. Ability to explain technical concepts to non-technical users.
11. Attention to detail and strong documentation skills.
12. Ability to prioritize and respond effectively in a fast-paced environment.
13. Commitment to data security, confidentiality, and organizational policies.
14. Ability to work collaboratively with employees at all levels of the organization.

PHYSICAL REQUIREMENTS:

1. Ability to stand, walk, bend, and lift up to 35 pounds as needed.
2. Ability to work a flexible schedule based on business needs.
3. Ability to reside on?site since housing is included as part of the role.
4. Ability to sit, stand, bend, and move equipment as needed.
5. Ability to work at a computer for extended periods.

COMMUNICATION REQUIREMENTS:

1. Ability to read and comprehend simple instructions, short correspondence, and memos.
2. Ability to write simple correspondence.
3. Ability to effectively present information in one-on-one and small group situations, to customers, clients, and other employees of the organization.

MATHEMATICAL REQUIREMENTS:

1. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
2. Ability to compute rate, ratio, and percent.
3. Ability to perform these operations using units of American money.

REASONING REQUIREMENTS:

1. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
2. Ability to deal with problems involving a few concreate variables in standardized situations.

To learn more about this opportunity call us at (918) 508-7000.
Apply online at ArchonResources.com.

TULIT