San Antonio Onsite IT Helpdesk Technician

FirstDay Foundation; San Antonio (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

FirstDay Foundation is seeking a motivated Helpdesk/IT Support professional for a 100% onsite role in San Antonio, TX. The position requires 1-3 years of customer service or technical support experience and an associates degree or equivalent.

You will handle high-volume calls, create tickets, route requests to technicians, and maintain workload balance across the team. Strong communication and analytical skills are essential, along with solid knowledge of Microsoft operating systems and

Qualifications

• Associates Degree or equivalent experience required.
• 1-3 years in customer service or technical support preferred.
• Working knowledge of Microsoft operating systems and applications.

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 ensure equivalent workloads among technicians.
• Assign incoming requests to other support groups (HR, Finance, etc).
• Complete information-only requests.
• Complete basic process requests such as password resets, terminations, etc.
• Monitor for patterns or trends in requests that indicate 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 every day.
• Remove the helpdesk line forwarding every 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 helpdesk efficiency.

Skills

Customer service

Technical support

Communication

Interpersonal skills

Analytical thinking

MS Windows

MS Office

Education

Associates Degree or equivalent

Job description

FirstDay Foundation is seeking a motivated Helpdesk/IT Support professional for a 100% onsite role in San Antonio, TX. The position requires 1-3 years of customer service or technical support experience and an associates degree or equivalent.

You will handle high-volume calls, create tickets, route requests to technicians, and maintain workload balance across the team. Strong communication and analytical skills are essential, along with solid knowledge of Microsoft operating systems and