IT Operations Help Desk I – 9‑Month Contract

About the role

The IT Operations Help Desk I provides Level 1 technical support to internal colleagues, troubleshooting endpoint computing systems, AV equipment, software applications and logon issues. The role also creates and maintains user accounts and provisions endpoint devices for a 9‑month contract.

Key responsibilities

• Provide first‑line support for IT and AV systems, including executive users.
• Maintain and monitor help‑desk ticket queues, routing and resolving issues promptly.
• Escalate complex incidents to Level 2/3 specialists as needed.
• Configure desktop hardware, software, peripherals and mobile devices.
• Document procedures, create user guides and deliver end‑user training.
• Offer on‑call support outside regular business hours when required.
• Provision endpoints and mobile devices using Microsoft Intune, including logistics and shipping.
• Manage Active Directory accounts, password resets and group memberships.

Required profile

• Fundamental knowledge of Windows operating systems.
• Basic understanding of Android and iOS mobile operating systems and hardware.
• Working knowledge of current communications devices, desktop technologies and basic networking (wired and wireless).
• Familiarity with virtual desktops and Office 365 cloud services.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and projects under deadlines.
• A+ certification preferred.

Required skills

• Windows OS
• Android & iOS
• Basic networking (wired & wireless)
• Virtual Desktop infrastructure
• Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Printer device and queue management
• Active Directory account and group management
• Office 365
• Microsoft Intune endpoint provisioning
• Remote connectivity technologies