Entry-Level IT Helpdesk Technician

Franklin Pierce University; Rindge (NH); On-site; USD 32,000 - 42,000; Full time

Job summary

Franklin Pierce University in New Hampshire is seeking an entry-level Helpdesk Technician I to provide frontline support for IT, telecommunications, and computer use inquiries. The role emphasizes customer service and learning, with full training provided; no prior helpdesk experience is required.

You will answer calls and emails, triage tickets, reset passwords (MFA), use remote tools, and coordinate with field technicians for on-site support, contributing to self-service knowledge base updates

Qualifications

• Entry-level role with training provided.
• Strong customer service instincts.
• Willingness to learn internal systems and processes.
• Basic understanding of networking fundamentals.
• Basic understanding of client-server concepts.
• No prior helpdesk experience required; training provided.

Responsibilities

• Answer incoming calls and emails, providing frontline troubleshooting for software, hardware, and general computer use issues.
• Create, triage, and route support tickets to the correct queue or technician based on issue type and priority.
• Analyze and resolve common end‑user issues and follow up to confirm resolution.
• Reset passwords and manage user account access, including MFA resets.
• Use remote support software to diagnose and resolve issues on end‑user devices.
• Monitor network and devices for potential issues and escalate critical incidents with urgency.
• Escalate tickets to Tier 2 when beyond Level 1 scope.
• Coordinate with field technicians for faster on-site response.
• Provide basic troubleshooting for commonly used software packages.
• Assist with training end users on basic PC skills and policies.
• Create and maintain knowledge base articles to support self-service.
• Record, assign, track, close and analyze Helpdesk requests in the ticketing system.
• Participate in internal training and carry responsibilities over time.
• Perform other duties as assigned.

Skills

Windows

Mac OS

Customer service

Organizational skills

Willingness to learn

Networking basics

Client-server concepts

Ticketing system

Tools

Ticketing system

Job description

Franklin Pierce University in New Hampshire is seeking an entry-level Helpdesk Technician I to provide frontline support for IT, telecommunications, and computer use inquiries. The role emphasizes customer service and learning, with full training provided; no prior helpdesk experience is required.

You will answer calls and emails, triage tickets, reset passwords (MFA), use remote tools, and coordinate with field technicians for on-site support, contributing to self-service knowledge base updates