Onsite IT Helpdesk Technician - San Antonio

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

Job summary

FirstDay Foundation is hiring for an on-site Help Desk Support role in San Antonio. You will answer calls, create tickets, and route IT requests to technicians, while keeping balanced workloads across the team.

Requirements include an Associates degree or equivalent and 1–3 years in customer service or technical support. Strong communication, analytical skills, and a working knowledge of Windows are essential to succeed in this role.

Qualifications

• Education: Required - Associates Degree in computer-related studies or equivalent experience.
• Experience: Required - 1-3 years in customer service or technical support.
• Ability to work independently in a dynamic environment.
• Strong communication, interpersonal and analytical skills.
• 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.
• Maintain records to balance workload among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests.
• Complete basic requests such as password resets, terminations, etc.
• Monitor for patterns indicating systemic problems.
• Monitor for VIP requesters and urgent issues.
• Delete spam/junk/sales tickets.
• Forward the helpdesk line to the on-call technician at EOB daily.
• Remove the helpdesk line forwarding each morning.
• Take notes on all department meetings.
• Adhere to company policies, including attendance and punctuality.
• Adhere to confidentiality (HIPAA) requirements.
• Utilize helpdesk analytics to track performance metrics and maximize efficiency.

Skills

Communication skills

Interpersonal skills

Analytical skills

Customer service

Microsoft Windows

Call handling

Education

Associates Degree or equivalent

Tools

Helpdesk software

Job description

FirstDay Foundation is hiring for an on-site Help Desk Support role in San Antonio. You will answer calls, create tickets, and route IT requests to technicians, while keeping balanced workloads across the team.

Requirements include an Associates degree or equivalent and 1–3 years in customer service or technical support. Strong communication, analytical skills, and a working knowledge of Windows are essential to succeed in this role.