Help Desk Technician I
Role & Requirements
The Help Desk / Service Desk Technician provides entry-level, hands-on IT support for FreightVana’s ~100 employees. Modeled on the full-time IT Support Technician / Help Desk Analyst role at a more junior level, the intern assists with help desk tickets, incoming phone calls, and first-call resolution while gaining real project experience — including standing up a remote monitoring and management (RMM) platform, supporting the network and phone systems, and building out the knowledge base. It is a learning-focused role with close mentorship and a clear path toward a full-time service desk position.
| About this role — Entry-level Technician supporting the IT Operations pillar. Working alongside the IT Support Technician and IT Operations Manager on day-to-day support and hands-on project work — and the role is designed as a development pathway toward the full-time IT Support Technician / Help Desk Analyst position. |
What Else?
KEY RESPONSIBILITIES
- Assist with help desk tickets and incoming phone calls, working toward first-call resolution on Tier 1 issues and a positive end-user experience.
- Triage, log, categorize, and prioritize incidents and service requests in the ticketing system; escalate complex issues to the IT Support Technician or IT Operations Manager.
- Assist in standing up and configuring a remote monitoring & management (RMM) platform — evaluating and deploying NinjaOne (NinjaRMM) or Atera — for remote monitoring, ticketing, and patch management.
- Help configure automated patching, alerting, asset inventory, and endpoint monitoring within the RMM platform.
- Assist with Fortinet network stack support (FortiGate firewalls, switching, and Wi-Fi) under supervision.
- Support the company phone system (Genesys or Zoom Phone): user setup, basic call-routing changes, and call-quality troubleshooting.
- Perform simple Microsoft 365 administration: mailboxes, distribution lists, groups, licensing, and Teams/SharePoint basics.
- Image and provision Lenovo laptops using Microsoft Intune; prepare and configure devices for new hires.
- Manage Entra ID user accounts: account creation and deactivation, password resets, and group membership.
- Complete new-hire IT onboarding tasks: account provisioning, device setup, peripherals, and access requests.
- Contribute to building out the IT knowledge base and FAQ — documenting resolution steps and writing clear self-service articles to drive ticket deflection.
PREFERRED (NICE TO HAVE)
- Exposure to an RMM tool (NinjaOne/Atera), a ticketing system, or Microsoft Intune.
- Familiarity with Fortinet (FortiGate), Genesys or Zoom Phone, or Entra ID administration.
- CompTIA A+ (in progress) or Microsoft 365 Certified: Fundamentals.
TOOLS & TECHNOLOGY
NinjaOne (NinjaRMM) or Atera (RMM — remote monitoring, ticketing, patching), Microsoft 365 admin, Microsoft Intune, Entra ID, the Fortinet (FortiGate) network stack, Genesys or Zoom Phone, Lenovo laptops, Windows 10/11, and Microsoft Outlook / Teams.