Onsite IT Helpdesk Technician

01 FirstDay Foundation; San Antonio (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

FirstDay Foundation is seeking a friendly and capable IT Helpdesk Support specialist for a 100% onsite role in San Antonio. You will answer incoming calls, create tickets, and route requests to technicians, while maintaining records and adhering to confidentiality requirements.

Ideal candidates have an Associates Degree or equivalent experience, 1–3 years in customer service or technical support, and solid knowledge of Microsoft operating systems.

Qualifications

• Ability to work independently and in a dynamic environment.
• Strong communication, interpersonal and analytical skills.
• Ability and desire to provide excellent customer service to internal (and potentially external) users.
• Working knowledge of Microsoft operating systems and applications.
• Ability to manage high call volume without missing calls.

Responsibilities

• Answer all incoming helpdesk phone calls.
• Create tickets and connect callers with a helpdesk technician when necessary.
• Assign incoming IT requests to helpdesk technicians and balance workloads.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests and basic password resets.
• Monitor for patterns or trends in requests that indicate issues.

Skills

Communication skills

Interpersonal skills

Analytical skills

Customer service

Windows knowledge

High call volume

Education

Associates Degree in computer-related studies or equivalent experience

Job description

FirstDay Foundation is seeking a friendly and capable IT Helpdesk Support specialist for a 100% onsite role in San Antonio. You will answer incoming calls, create tickets, and route requests to technicians, while maintaining records and adhering to confidentiality requirements.

Ideal candidates have an Associates Degree or equivalent experience, 1–3 years in customer service or technical support, and solid knowledge of Microsoft operating systems.