IT Help Desk Technician I

IT Help Desk Technician I Real Time Talent Acquisition Oak Ridge, TN Job Details Full-time $23 - $28 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Qualifications Desktop computer repair Smartphone (troubleshooting support) Phone communication Laptop (troubleshooting support) iOS Windows Driver's License Desktop (troubleshooting support) Desktop applications macOS Productivity software Desktop administration Associate's degree CompTIA A+ Mobile devices Full Job Description IT Help Desk Technician IOverview The IT Help Desk Technician I provides Level I technical support as the first point of contact for IT incidents and service requests. This role focuses on troubleshooting, ticket triage, customer communication, documentation, and escalation to Level II/III teams when needed. Field work and branch support are required. Who You Are You are a customer-focused IT support professional who can troubleshoot technical issues, communicate clearly with non-technical users, stay calm under pressure, and follow structured processes for documentation, escalation, and resolution. Must-Haves Experience 1+ year of experience troubleshooting computer hardware and software issues via phone and in person. Experience supporting Apple/macOS and iOS/iPadOS devices in a business or educational environment. Customer-facing technical support or help desk experience preferred. Education & Certifications Associate's Degree in Information Technology, Computer Science, or a related field. Current technical certification, such as CompTIA A+. Valid driver's license. Technical Skills Windows desktop and laptop troubleshooting. macOS, iPhone, iPad, and Android support. Microsoft Office and AWS Workspace applications. Basic VDI user-access troubleshooting.

Basic endpoint networking:

TCP/IP, DNS, DHCP, and Wi-Fi connectivity. Ticketing system documentation and status updates. Soft Skills Strong customer service and follow-through. Strong verbal and written communication. Ability to explain technical concepts in non-technical language. Ability to de-escalate frustrated users. Ability to follow procedures, checklists, and escalation paths. Nice-to-Haves ITSM/ITIL-based service desk experience. VDI/Citrix fundamentals. Experience with physical security badge systems or security camera viewing tools. Experience supporting conference rooms, meeting rooms, training rooms, or collaboration-space A/V technology. Experience with Microsoft Teams Rooms, Zoom Rooms, Webex, or similar platforms. Exposure to troubleshooting displays, projectors, microphones, speakers, cameras, and presentation systems. Experience supporting live meetings, hybrid meetings, or small business events. What You'll Do Serve as the first point of contact for IT issues and service requests. Provide support by phone, email, remote tools, and in person. Gather issue details, assess impact, assign priority, and document tickets accurately. Resolve routine Level I issues using scripts, checklists, and knowledgebase articles. Escalate issues outside Level I scope with clear documentation of steps taken. Install, configure, test, and support computers, peripherals, software, and standard branch/department equipment. Provide basic support for meeting room A/V systems and collaboration tools. Keep users informed throughout the ticket lifecycle and confirm resolution before closing tickets. Work Environment / Travel Regular local travel to branches and offsite locations is required. Must have reliable transportation and a valid driver's license. Must be able to lift up to 25 lbs. regularly and up to 50 lbs. occasionally. Flexible hours may be required, including rotating Saturday hours if needed. Recruiter Knockout Criteria 1+ year troubleshooting hardware/software via phone and in person. Associate's Degree in IT, Computer Science, or related field. Current technical certification, such as CompTIA A+. Apple/macOS and iOS/iPadOS support experience. Valid driver's license and ability to travel locally. Strong customer service, communication, troubleshooting, and ticket documentation skills.

Pay:

$23.00 - $28.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Application Question(s): do you hold a Current technical certification, such as CompTIA A+.?

Work Location:

Hybrid remote in Oak Ridge, TN 37830