Information Technology - IT Professional

Position Summary

The IT Help Desk Technician I is the first point of contact for employees seeking technology support.

This position serves as a frontline technical resource, providing support for hardware, software, mobile devices, and end-user technology issues.

The successful candidate will deliver exceptional customer service, resolve common technical problems, route requests to the appropriate IT team, and support ongoing IT operations.

Key Responsibilities


* Deliver exceptional customer service by interacting with employees in a professional, courteous, and responsive manner.


* Provide frontline technical support and ensure all incidents and requests are accurately documented within the ticketing system.


* Handle common requests such as password resets, account unlocks, access requests, and how-to questions.


* Triage incoming tickets and route requests that fall outside Help Desk scope to the appropriate IT team.


* Provide prioritized remote support to field technicians.


* Manage, track, troubleshoot, and resolve technical issues, escalating issues when appropriate.


* Diagnose and repair common hardware and software problems.


* Install, configure, support, and maintain approved hardware and software solutions.


* Document resolutions and contribute articles to the IT knowledge base.


* Coordinate with external vendors on routine service requests, such as device and mobile support.


* Remain current with emerging technologies and industry best practices.


* Perform office-based tasks including equipment preparation, device shipping, asset lifecycle activities, and maintaining accurate inventory of laptops, mobile devices, and other IT equipment.


* Support company projects and technology initiatives as assigned.


* Demonstrate Alta's Guiding Principles in all daily activities.


* Participate in scheduled on-call rotations and work overtime as required.


* Perform other duties as assigned.

Required Qualifications


* Associate degree in Computer Science, Information Technology, or equivalent work experience.


* Minimum of 1 year of IT Help Desk or technical support experience.


* CompTIA A+ certification, or the ability to obtain it within six months of hire.


* Strong communication and customer service skills.


* Excellent analytical and problem-solving abilities.


* Ability to work independently while managing multiple priorities.


* Strong organizational skills and attention to detail.


* Proficiency with Microsoft Windows, Microsoft Office, and related desktop applications.

Preferred Qualifications


* Experience with Microsoft Intune and Microsoft Entra ID (formerly Azure Active Directory).


* Experience with Microsoft 365 administration tasks such as user and license management.


* Experience working in an IT ticketing or service management system.

Knowledge, Skills, and Abilities


* Ability to read and interpret...