What are the responsibilities and job description for the Temporary Help Desk Technician 1 position at Phipps Houses?
Overview
We are looking for a customer-focused and tech-savvy IT Help Desk Technician – Level 1 to provide frontline technical support for end-users. This role involves troubleshooting hardware and software issues, supporting Microsoft 365, cloud applications, and assisting with mobile device management (UEM).
The ideal candidate is a problem-solver with excellent communication skills and a passion for IT. This position is part of the IT Help Desk team and reports to the IT Help Desk Manager.
This temporary position (6 months) will be available from March to September. It requires a minimum of one year of experience in the help desk or a related IT field. This part-time position is "hybrid" and can be scheduled up to 28 hours a week, Monday through Friday, from 9 AM to 5 PM.
The pay rate is $25/hr.
Key Responsibilities
• Provide first-level support for end-users via phone, email, chat, and in-person requests.
• Troubleshoot hardware and software issues for Windows, macOS, iOS, and Android devices.
• Assist with Microsoft 365 support (Teams, Outlook, SharePoint, OneDrive).
• Reset passwords and manage user accounts in Active Directory and Azure AD.
• Set up and configure new desktops, laptops, and mobile devices.
• Support mobile device management (UEM) using Workspace ONE UEM, Intune, or Jamf.
• Troubleshoot basic network connectivity issues (Wi-Fi, VPN, printers, IP phones).
• Follow IT security protocols, including MFA setup and endpoint protection.
• Document technical solutions and contribute to the IT knowledge base.
• Escalate complex issues to Level 2 technicians when necessary.
Requirements
• 1-2 years of IT support experience (or equivalent training/certifications).
• Basic knowledge of Windows 10/11, macOS, iOS, and Android troubleshooting.
• Familiarity with Microsoft 365 and cloud applications.
• Understanding of Active Directory, password resets, and user account management.
• Basic troubleshooting of networking concepts (Wi-Fi, VPN, IP addressing).
• Experience using a ticketing system (ServiceNow, Zendesk, Jira, or similar).
• Excellent problem-solving, communication, and customer service skills.
Preferred Qualifications
• Certifications such as CompTIA A , ITIL Foundations, Microsoft 365 Fundamentals, or Google IT Support.
• Experience with remote support tools and mobile device management (UEM).
• Knowledge of basic cybersecurity best practices.
Education
• Minimum: Bachelor's degree in IT, Computer Science, or a related field
Salary : $25
