Help Desk Technician

Department: Service OperationsReports to: Service Operations ManagerJob DescriptionAs a Help Desk Technician (Tier 1) at Winsor Consulting Group, you will serve as the first point of contact for our clients, providing frontline technical support for a wide range of IT issues. This client-facing role is essential to maintaining positive customer relationships and ensuring the smooth operation of our clients’ environments. You'll work within a team-oriented service desk, triaging and resolving issues or escalating as necessary, while documenting your work accurately and consistently in our systems.You will contribute to a standardized, ITIL-aligned support experience that reinforces Winsor’s reputation for fast, professional, and reliable service. Success in this role comes from responsiveness, clear communication, a desire to learn, and an ability to follow processes.Job Duties: Provide Level 1 support for clientreported issues via phone, email, or ticketing system. Troubleshoot common user issues including password resets, email access, device performance, printing, and basic networking. Monitor and respond to alerts for supported environments. Participate in the oncall rotation to provide afterhours emergency support as scheduled. Configure and deploy new workstations per Winsor’s documented imaging and setup procedures. Travel onsite when necessary to assist with support issues that require a physical presence. Escalate unresolved issues to Tier 2 or Systems teams following Winsor’s documented escalation paths. Maintain accurate and thorough documentation of client interactions, troubleshooting steps, and resolutions. Adhere to established SLAs, escalation timelines, and clientspecific standards. Contribute to internal documentation and process improvement initiatives. Deliver a positive customer experience by maintaining a helpful and professional demeanor in all interactions. Preferred Skills: Foundational understanding of Microsoft 365, Windows 10/11, and basic networking (TCP/IP, DNS, DHCP), application troubleshooting. Excellent verbal and written communication skills with an emphasis on client service. Experience with RMM/PSA tools (ConnectWise Manage, Automate, ScreenConnect) is a plus. Ability to follow defined processes and troubleshoot using checklists or SOPs. Strong time management and organizational skills. Commitment to continual learning and process improvement. Experience: 12 years of experience in a help desk or technical support role preferred. Experience working in a Managed Service Provider (MSP) or multiclient support environment is a plus. Familiarity with ITIL principles is a bonus but not required. Education: High school diploma or equivalent required. Associate degree in IT, Computer Science, or related field preferred. Relevant certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are advantageous.