Information Technology - IT Professional

Position SummaryThe 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.