Information Technology - IT Professional

Position Summary

The IT Help Desk Technician I is the first point of contact for employees seeking technology support. This position serves as a frontline technical resource, providing support for hardware, software, mobile devices, and end-user technology issues. The successful candidate will deliver exceptional customer service, resolve common technical problems, route requests to the appropriate IT team, and support ongoing IT operations.

Key Responsibilities

• Deliver exceptional customer service by interacting with employees in a professional, courteous, and responsive manner.
• Provide frontline technical support and ensure all incidents and requests are accurately documented within the ticketing system.
• Handle common requests such as password resets, account unlocks, access requests, and how-to questions.
• Triage incoming tickets and route requests that fall outside Help Desk scope to the appropriate IT team.
• Provide prioritized remote support to field technicians.
• Manage, track, troubleshoot, and resolve technical issues, escalating issues when appropriate.
• Diagnose and repair common hardware and software problems.
• Install, configure, support, and maintain approved hardware and software solutions.
• Document resolutions and contribute articles to the IT knowledge base.
• Coordinate with external vendors on routine service requests, such as device and mobile support.
• Remain current with emerging technologies and industry best practices.
• Perform office-based tasks including equipment preparation, device shipping, asset lifecycle activities, and maintaining accurate inventory of laptops, mobile devices, and other IT equipment.
• Support company projects and technology initiatives as assigned.
• Demonstrate Alta's Guiding Principles in all daily activities.
• Participate in scheduled on-call rotations and work overtime as required.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in Computer Science, Information Technology, or equivalent work experience.
• Minimum of 1 year of IT Help Desk or technical support experience.
• CompTIA A+ certification, or the ability to obtain it within six months of hire.
• Strong communication and customer service skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently while managing multiple priorities.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Windows, Microsoft Office, and related desktop applications.

Preferred Qualifications

• Experience with Microsoft Intune and Microsoft Entra ID (formerly Azure Active Directory).
• Experience with Microsoft 365 administration tasks such as user and license management.
• Experience working in an IT ticketing or service management system.

Knowledge, Skills, and Abilities

• Ability to read and interpret technical documentation, procedures, and safety guidelines.
• Ability to prepare reports, document solutions, and communicate effectively with employees at all levels.
• Strong troubleshooting and reasoning skills, with the judgment to recognize when an issue should be escalated.
• Effective time management and multitasking capabilities.

Physical Requirements

• Frequent use of hands, sitting, speaking, and hearing.
• Occasional standing, walking, reaching, bending, kneeling, crouching, or crawling.
• Ability to lift and move up to 25 pounds occasionally.
• Close vision, color vision, and the ability to adjust focus.
• Occasional work near moving mechanical parts.