Help Desk Technician I — IT Support & Cybersecurity Basics

HR Group LLC Companies; Prague (OK); On-site; USD 50,000 - 60,000; Full time

Job summary

The HR Group is seeking a Service Desk Technician – Level 1 in Prague, OK, US. You will be the primary contact for employees needing technical assistance across The HR Group and its subsidiaries, handling intake, triage, and resolution of requests with professional service delivery.

Responsibilities include incident documentation, password resets, connectivity issues, and printer configuration, with escalation to Level 2 as needed.

Qualifications

• Two to four years of experience.
• Foundational knowledge of Windows and macOS operating systems.
• Working knowledge of Microsoft 365 applications and user account administration.
• Working knowledge of SharePoint team sites.
• Strong written and verbal communication skills, with the ability to convey technical information to non-technical audiences.
• Demonstrated ability to manage competing priorities effectively in a fast-paced environment.
• A customer-focused approach combined with sound analytical and problem-solving skills.

Responsibilities

• Monitor the Service Desk queue and respond to incoming requests in a timely manner, consistent with SLAs.
• Maintain complete and accurate records of all user interactions, diagnostic steps, and resolutions within the ticketing system.
• Perform initial triage and resolve routine technical issues, including password resets, connectivity disruptions, and printer configuration.
• Escalate complex or high-impact issues to Level 2 support or the appropriate specialized team, with sufficient documentation to enable efficient resolution.
• Communicate clearly and professionally with employees by phone, email, and chat.
• Provide structured, step-by-step guidance to enable users to resolve common technical matters.
• Adhere to established operating procedures, security policies, and service-level agreements.
• Ensure documentation is maintained to support internal audits, compliance requirements, and knowledge base development.
• Structured cabling, network infrastructure support, and basic security systems installation.

Skills

Windows

macOS

Microsoft 365

SharePoint

Communication

Prioritization

Customer focus

Problem solving

ServiceNow

Zendesk

Tools

ServiceNow

Zendesk

Job description

The HR Group is seeking a Service Desk Technician – Level 1 in Prague, OK, US. You will be the primary contact for employees needing technical assistance across The HR Group and its subsidiaries, handling intake, triage, and resolution of requests with professional service delivery.

Responsibilities include incident documentation, password resets, connectivity issues, and printer configuration, with escalation to Level 2 as needed.