Position Summary: The Help Desk Technician job family is responsible for delivering reliable frontline support for enterprise End-User Computing (EUC) technologies that enable employees to effectively access and utilize organizational information systems. This includes desktop and laptop computing, mobile devices, peripheral equipment, operating systems, productivity applications, basic connectivity, identity and access support, workstation lifecycle management, and other workplace technologies that support daily business operations.

This job family emphasizes End-User Computing lifecycle execution, service request fulfillment, incident response, customer support, identity and access administration, asset and service portfolio management, documentation, user education, operational discipline, workload management, and continuous improvement while operating within established standards, procedures, and escalation paths.

This position may be filled as a Help Desk Technician Associate (I), Help Desk Technician (II), or Help Desk Technician Senior (III) depending on qualifications, experience, and organizational need.

Help Desk Technician Associate (Entry-Level; I)

Requirements

• High School Diploma/GED
• Preferred experience includes exposure to customer service, technical support, or technology-adjacent roles such as retail technology support, campus IT, computer labs, or volunteer technology support

Summary Scope: At the entry level, Help Desk Technicians contribute independently to End-User Computing support activities, service request fulfillment, incident response, customer support, basic identity and access administration, asset portfolio maintenance, documentation, and workload coordination while developing foundational knowledge of workplace technologies, service management practices, and organizational standards. Working under guidance from more experienced team members, they help ensure reliable, secure, and efficient End-User Computing services.

Help Desk Technician (Mid-Level; II)

Requirements

• High School Diploma/GED
• 6 months of Information Services, Help Desk, or End-User Computing Support experience
• CompTIA A+, CompTIA Tech+, and Microsoft Fundamentals certifications, preferred

Summary Scope: At the mid-level, Help Desk Technicians lead the delivery of routine to moderately complex End-User Computing support services by executing workstation lifecycle activities, fulfilling service requests, resolving higher-impact incidents, administering identity and access requests, maintaining authoritative asset and documentation records, supporting user education, managing concurrent workload, and driving operational consistency and continuous improvement. They partner with end users and technical teams with moderate independence to ensure dependable, secure, and efficient workplace technology services.

Help Desk Technician Senior (Advanced-Level; III)

Requirements

• High School Diploma/GED
• 1 year of progressive Information Services experience in End-User Computing, Help Desk, or Technical Support
• CompTIA PC Pro certification, preferred

Summary Scope: At the senior level, Help Desk Technicians drive operational excellence across enterprise End-User Computing support services. They resolve major and high-impact incidents, oversee complex service requests and identity scenarios, enforce operational standards, maintain asset and service portfolio integrity, mentor team members, coordinate cross-functional escalations, promote standardization and knowledge sharing, and lead continuous improvement initiatives to ensure reliable, secure, compliant, and effective workplace technology services.

At CPH, we value our employees and offer a comprehensive benefits package designed to support your well-being and professional growth. Our competitive pay is just the beginning. We also provide:

• Health Insurance: Comprehensive plans to keep you and your family healthy.
• Retirement Plans: Invest in your future with our competitive 403(b) options and employer contributions.
• Paid Time Off: Enjoy a generous PTO policy, including vacation and sick leave.
• Public Service Loan Forgiveness program qualifying employer. Click here to learn more about this program.
• Professional Development: Opportunities for growth through training, workshops, and more.
• Additional Perks: Employee wellness programs, discounts, and much more!