IT ServiceDesk Technician

FirstDay Foundation; San Antonio (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

FirstDay Foundation is seeking an onsite Helpdesk Technician in San Antonio, TX. The role requires 1–3 years in customer service or technical support, plus an Associate's degree in IT or equivalent experience.

You will handle calls, create tickets, and route requests to appropriate teams while maintaining records and adhering to security policies. Strong communication and the ability to work independently in a dynamic environment are essential.

Qualifications

• 1–3 years in customer service or technical support.
• Associates degree in computer-related studies or equivalent experience.
• Experience with Windows operating systems and enterprise helpdesk processes.

Responsibilities

• Answer all incoming helpdesk phone calls and create tickets.
• Assign IT requests to helpdesk technicians and balance workloads.
• Route requests to appropriate support groups (HR, Finance, etc).
• Complete information-only and basic process requests (password resets, terminations).
• Monitor for trends and VIP tickets; delete spam/tickets; forward/disable forwarding as required.
• Take notes on department meetings and adhere to confidentiality and policies.

Skills

Customer service

Technical support

Helpdesk

Ticketing systems

MS Windows

Education

Associate's degree in IT

Equivalent experience

Tools

ServiceNow

Job description

It's a great feeling to work for a company that does so much good for others around the world!This is a 100% onsite position in San Antonio. Remote and/or Hybrid arrangements will not be considered.Education: Required - Associates Degree in computer-related studies or equivalent experienceExperience: Required - 1-3 years in customer service or technical supportCritical Action Items:1. Answer all incoming helpdesk phone calls.a. Create tickets and connect callers with a helpdesk technician when necessary.2. Assign incoming IT requests to helpdesk technicians.a. Maintain records to ensure equivalent workloads among technicians.3. Assign incoming requests to other support groups (HR, Finance, etc).4. Complete information-only requests.5. Complete basic process requests such as password resets, terminations, etc.6. Monitor for patterns or trends in requests that would indicate a systemic problem.7. Monitor for VIP requesters and urgent issues.8. Delete spam/junk/sales tickets.9. Forward the helpdesk line to the on-call technician at EOB every day.10. Remove the helpdesk line forwarding every morning.11. Take notes on all department meetings.12. Adhere to company policies, including attendance and punctuality.13. Adhere to confidentiality (HIPAA) requirements.14. Utilize helpdesk analytics to track performance metrics and maximize helpdesk efficiency.Measurable Deliverables:1. Eliminate missed calls to the helpdesk.2. Ensure the timely assignment of requests in the order of submission.3. Maintain record keeping to balance and assign workload of incoming tasks.Requirements:1. Ability to work independently and in a dynamic environment.2. Strong communication, interpersonal and analytical skills3. Ability and desire to provide excellent customer service to internal (and potentially external) users4. Working knowledge of Microsoft operating systems and applications5. Ability to manage high call volume without missing calls.Other Responsibilities:1. Other job duties as assignedEnglish (United States)If you like to work with people that believe they can make a difference in the world, this is the company for you!EEO StatementIn accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.#LI-Information Technology#LI-Associate#LI-Full-time