IT Help Desk Technician

Description

The IT Help Desk Technician serves as the first point of contact for clients seeking technical assistance. This role is responsible for providing professional, timely, and accurate support for client IT environments, including user accounts, workstations, printers, software, network-connected devices, and standard service requests. As part of a Managed Service Provider (MSP), this position supports multiple client environments and must maintain strong communication, documentation, and customer service standards.

Key Responsibilities

• Serve as the initial contact for incoming client support requests by phone, email, and the ticketing system.

• Create, review, categorize, prioritize, and manage support tickets with accurate and complete documentation.

• Provide basic troubleshooting for common IT issues, including user access, password resets, workstation problems, Microsoft 365 issues, software questions, printers, and network-connected devices.

• Set up new user accounts, profiles, basic permissions, and related access requests according to company and client procedures.

• Support basic application installation, configuration, usage questions, and rollouts for client environments.

• Communicate clearly and professionally with clients and internal team members to gather details, provide updates, and confirm resolution.

• Maintain ownership of assigned tickets by providing timely updates, tracking progress, and following through until resolution, escalation, or reassignment.

• Escalate complex, urgent, or out-of-scope issues to Tier 2, Tier 3, or appropriate teams with complete notes and a clear summary of troubleshooting performed.

• Place toner orders and printer service calls as needed, ensuring related activity is documented in the appropriate systems.

• Follow established help desk procedures, scripts, service level expectations, and documentation standards.

• Contribute to a positive client experience by being courteous, patient, responsive, and solution-focused.

• Identify recurring issues and share feedback with the team to help improve processes, documentation, and client support.

• Take a proactive approach to client support by monitoring open tickets, following up on unresolved issues, identifying potential concerns early, and communicating recommended next steps before problems escalate.

Requirements

• Strong customer service and communication skills with the ability to support users of varying technical skill levels.

• Basic understanding of Windows workstations, Microsoft 365, printers, mobile devices, password management, and common business applications.

• 1–3 years of experience in help desk, technical support, customer service, MSP support, or a related IT support role.

• CompTIA A+ certification preferred or actively in progress.

• Ability to troubleshoot, ask appropriate questions, and gather the information needed to resolve or escalate issues efficiently.

• Ability to manage multiple open tickets while maintaining accuracy, professionalism, and attention to detail.

• Comfortable working in an MSP environment supporting multiple clients, systems, and priorities.

• Willingness to follow documented processes, security procedures, and client-specific requirements.

• Ability to work collaboratively with other technicians, vendors, and internal departments.

• Demonstrates initiative, accountability, and a proactive mindset when supporting clients, managing tickets, and improving daily help desk operations.

Preferred Experience

• Previous experience working in a Managed Service Provider (MSP) environment is preferred.

• Experience using a ticketing system such as Autotask or a similar PSA/ITSM platform.

• Familiarity with basic Active Directory, Microsoft 365 admin tasks, remote support tools, and printer service workflows.

OUR MISSION STATEMENT

“Helping businesses thrive by delivering cutting edge office technology, solutions, and unparalleled customer experiences!”

OUR CORE VALUES

Own It * Always Deliver * Continually Improving * Innovative * Optimistic 

These are the core values that are the focus of our company culture that allow Ford Office Technologies to fulfill our mission every single day. Our values unite everyone toward a common goal and provide the foundation for a team environment that supports “what’s next” as we expand and grow the company, and the team. They service as the pathway to keep us at the forefront of the industry. We work very hard to solidify the trust that has been placed in us to bring our customers the very best experiences, as well as seamless office solutions now and into the future. From the beginning, Ford’s primary focus has been the customer. We have always believed that going the extra mile to make certain that we offered an unprecedented experience was the only way to do business and that in turn, our customers would come to value Ford Office Technologies as their company of choice.

Contact Nicole Ross, HR Manager with any questions at (724) 691-6928.