Helpdesk Technician I

Position Summary:

The Helpdesk Technician I provides frontline support on a variety of information technology, telecommunications, and computer use inquiries. This role identifies, researches, and resolves common technical problems; responds to phone and email requests for support; and documents issues to ensure timely resolution. The Technician escalates more complex issues to Tier 2 and coordinates with field technicians when on-site support is needed nearby. This is an entry-level role with full training provided by our internal team — no prior helpdesk experience is required, just strong customer service instincts and a willingness to learn.

Job Responsibilities and Essential Functions of the Position:

• Answer incoming calls and respond to email inquiries, providing frontline troubleshooting for software, hardware, and general computer use issues.
• Create, triage, and route support tickets to the correct queue or technician based on issue type and priority.
• Analyze and resolve common end-user issues, following up to confirm the request was resolved to the user’s satisfaction.
• Reset passwords and manage user account access, including multi-factor authentication (MFA) resets.
• Use remote support software to diagnose and resolve issues on end-user devices.
• Monitor network and associated devices for potential issues; identify and escalate critical incidents with a strong sense of urgency and ownership.
• Escalate tickets to Tier 2 or other appropriate resources when an issue is beyond Level 1 scope.
• Notify and coordinate with field technicians when a new ticket comes in near their current location, to support faster on-site response.
• Provide basic troubleshooting support for commonly used software packages (e.g., learning management systems, Microsoft Office).
• Assist with training end users on basic PC skills and computer usage policies.
• Create, update, and maintain articles in the IT knowledge base to support self-service and consistent issue resolution.
• Use the IT Helpdesk ticketing and knowledge base system to record, assign, track, close, and analyze all Helpdesk requests.
• Participate in internal training provided by the IT team to build skills and take on more responsibility over time.
• Perform other duties as assigned, including attending department, organizational, or outside meetings and trainings as requested.

• Strong PC skills and working knowledge of Windows; Mac OS experience a plus.
• Strong customer service, phone, and organizational skills.
• Willingness to learn and be trained on internal systems and processes.
• Basic understanding of networking fundamentals.
• Basic understanding of client-server concepts.
• No prior helpdesk experience required — comprehensive training is provided.

FPU offers competitive wages and benefits packages, including medical, dental and vision coverage, 403(b) retirement plan through TIAA, life insurance, short- and long-term disability, educational benefits (for employee and qualifying dependents), pet insurance, accident insurance, critical illness coverage, travel discounts, 160 hours of paid time off (PTO), with additional paid sick time for your well-being, and paid holidays.  Candidates should submit a cover letter and résumé. FPU is committed to enhancing the diversity of its community in many realms and is an Equal Opportunity Employer (EEO). Find out more at www.franklinpierce.edu.