IT Service Desk Technician I

At Baker Electric we are energized by truly living our values - Team Builders, Relentless Follow Through, All-In, and Care for Others. When our team members work together with these things in mind, we do great things both individually and as an organization. Being an employee-owned company shows our drive for sustainable, long-term growth while enhancing the lives of our team members.

SUMMARY: The IT Service Desk Technician I is the first point of contact for employees seeking technical assistance. This role triages, resolves, and escalates incidents and service requests related to hardware, software, account access, and connectivity. Success in this position means fast, friendly, and accurate support that keeps our teams productive.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as front-line support via phone, chat, email, ticketing system, and walk-ups.
• Create, categorize, prioritize, and resolve tickets following SLAs and documented procedures.
• Perform initial troubleshooting for Windows/iOS, O365/M365, basic networking, and common business apps.
• Provision and deprovision users (accounts, licenses, groups) per least privilege standards.
• Image/deploy, collect, and maintain endpoints (laptops/desktops, mobile devices, peripherals).
• Reset passwords, MFA enrollments, and handle SSO access issues.
• Install/patch standard software; run health checks and ensure endpoint compliance.
• Maintain accurate asset records in the CMDB/asset system, update knowledge base articles.
• Escalate complex issues to Level 2/3 with clear notes, logs, and repro steps.
• Educate end users on best practices, security awareness, and self-service resources.
• Support conference rooms, AV, and meeting setups as needed.
• Participate in on-call/after-hours support on a rotating basis.

EXPERIENCE, EDUCATION:

• 1+ year in a Service Desk / Help Desk or customer-facing IT support role (internships included).
• Working knowledge of:
• Windows 10/11 and basic iOS support
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Exchange Online
• Identity & access concepts (AD/Azure AD/Entra ID, MFA, SSO)
• Ticketing systems (e.g., ServiceNow, Jira, Freshservice, Zendesk)
• Basic networking (DNS/DHCP, VPN, Wi-Fi troubleshooting)
• Strong customer service, verbal/written communication, and problem-solving skills.
• Ability to follow SOPs, document work, and manage multiple priorities.
• High school diploma or equivalent.

TECHNICAL COMPETENCIES:

• CompTIA A+, Network+, or ITIL 4 Foundation (or in progress).
• Experience with endpoint management, Intune/Endpoint Manager, and remote tools.
• Basic scripting/automation exposure (PowerShell/bash).
• Familiarity with security tooling (EDR, disk encryption, phishing triage).
• Experience supporting a corporate network environment.

At Baker, we are proud to be an employee-owned company. When you join, you will have the opportunity for a great career and the financial benefits of being an owner. Through our ESOP (Employee Stock Ownership Plan), eligible employees can become part owners of the company. Instead of just receiving a paycheck, you will be given shares of the company's stock over time. As the company prospers, the value of these shares can increase, providing you with a potential wealth-building opportunity in addition to a competitive compensation package. The ESOP will enable you to share the company's success and growth. For more information regarding employee ownership at Baker Electric and its significant potential, click here:
Employee Stock Ownership Program | Baker Electric (baker-electric.com)

PAY TRANSPARENCY:
The starting salary for this opportunity range is listed. Other rewards may include annual bonus eligibility based on company and individual performance, short- and long-term incentives, and program-specific awards. Baker provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, an Employee-Owned Program (ESOP), paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rate based on location and experience.

ACKNOWLEDGEMENTS:
Baker Electric is an Equal Opportunity-Affirmative Action Employer / Disability / Veteran.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, a Baker Recruiter will contact you directly from our organization with a @baker-electric.com email.