Helpdesk Technician I

The Help Desk Technician I provides Tier 1 technical support to both onsite and remote employees. Responsibilities include first-line troubleshooting, device setup, account administration, and accurate ticket documentation. Issues beyond Tier 1 scope should be escalated to Tier 2 in accordance with established SOPs and SLAs.

• Manage and track end-user assets; assist with periodic inventories and device lifecycle processes.
• Travel to local offices/job sites as needed, support occasional off-hours maintenance windows with prior notice.
• Maintain meticulous ticket documentation (troubleshooting steps, resolution, user comms) and close tickets in compliance with SLAs and categorization standards.
• Execute standardized onboarding/offboarding checklists (devices, accounts, MFA, mailbox/OneDrive access, distribution lists).
• Contribute KB articles and improve runbooks based on resolved tickets.
• Install and configure end-user hardware and peripherals (desktops/laptops, monitors, printers, headsets, VoIP handsets) and apply approved firmware/driver updates.
• Serve as the first point of contact via phone, email, walk-up, or ticketing system; triage, resolve, and/or route incidents and requests.
• Perform account administration in Active Directory/Azure AD (password resets, unlocks, group membership updates) and basic Microsoft 365 tasks (mailbox, license assignment per standard operating procedure).
• Shadow Tier 2 on advanced issues, imaging/MDM tasks, and site cutovers.
• Coordinate vendor support when issues cannot be resolved in-house; provide clear case notes/logs.
• Occasional nights/weekends for planned work.

All qualified applicants will receive consideration for employment at JRM without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. Candidates must be authorized to work in the United States without the need for employer sponsorship.

• Experience with Active Directory user administration and a modern ticketing system.
• Ability to lift/move up to ~25–35 lbs (monitors, small printers).
• Strong troubleshooting, communication, and time-management skills; ability to handle multiple tickets concurrently.
• Valid driver’s license for occasional site travel preferred.
• Support Windows 10/11, Microsoft 365 apps, and common line-of-business applications per the knowledge base.
• Willingness to learn, follow SOPs, and escalate appropriately.
• 1–2 years in a Help Desk/Desktop Support role (or equivalent internship/certifications).
• Working knowledge of Windows 10/11, Microsoft 365 apps, and basic networking concepts (IP/DNS, Wi-Fi, VPN) sufficient to triage Tier 1 issues.

The salary range listed in job postings reflects the Company’s good-faith estimate at the time of posting. Actual compensation may vary based on factors such as position tier, geographic location, work experience, market conditions, education/training, and skills.

Working Conditions

• To the extent this position is performed in New York City, the annual salary range for this role is $65,000 - $75,000.