Help Desk Technician I & Facilities Coordinator

Position Summary

The Help Desk Technician I & Facilities Coordinator provides day-to-day technical support to Sarma employees while assisting with the general operation and maintenance of the company facility. This position serves as a first point of contact for routine IT support requests, assists with employee equipment and workstation needs, and coordinates general building and facilities matters.

The ideal candidate is dependable, organized, service-oriented, and comfortable balancing technical support responsibilities with general facilities coordination.

Essential Duties and Responsibilities

Help Desk / IT Support

• Provide Tier 1 technical support to employees for hardware, software, printers, and other technology-related issues.
• Respond to and document employee support requests and troubleshoot routine technical problems.
• Assist with password resets, user access, connectivity, and basic Microsoft Windows and Microsoft 365 issues.
• Set up and configure computers, monitors, phones, printers, and other employee equipment.
• Assist with new-hire workstation setup and employee equipment changes.
• Install approved software, updates, and peripherals as directed.
• Maintain accurate inventory of computers, equipment, and other assigned IT assets.
• Escalate advanced technical, network, security, or system issues to appropriate IT personnel.
• Assist IT management with technology projects, equipment replacements, and other departmental needs.
• Follow company information security, confidentiality, and technology policies.

Building / Facilities Coordination

• Assist with the day-to-day operation and general upkeep of the company facility.
• Conduct routine building walkthroughs and identify maintenance, repair, or safety concerns.
• Handle minor facility needs such as lighting, furniture, doors, locks, office setups, and basic repairs when appropriate.
• Coordinate service calls and access for approved building contractors and vendors.
• Monitor maintenance requests and follow up to ensure work is completed.
• Assist with office moves, furniture placement, meeting-room setups, and other facility needs.
• Maintain appropriate facility and maintenance supplies.
• Promptly report significant building, safety, HVAC, plumbing, electrical, or other repair concerns to management.
• Maintain professional and organized common areas, equipment rooms, and assigned workspaces.

Minimum Qualifications

• High school diploma or equivalent required; technical education or IT certifications preferred.
• One or more years of help desk, technical support, facilities support, or related experience preferred.
• Basic knowledge of Windows computers, Microsoft 365, printers, computer hardware, and common office technology.
• Ability to troubleshoot routine technical issues and follow established procedures.
• Basic knowledge of general building and facility maintenance preferred.
• Ability to safely perform light physical tasks associated with equipment and facility support.

 Knowledge, Skills & Abilities

• Strong customer service and communication skills.
• Basic computer hardware and software troubleshooting skills.
• Ability to prioritize and manage multiple requests.
• Strong organization and attention to detail.
• Ability to identify when an issue should be escalated.
• Professional judgment when handling confidential company information.
• Ability to work independently and as part of a team.
• Dependable attendance and responsiveness to employee and facility needs.
• Ability to communicate effectively with employees, management, and outside vendors.

General Expectations

The Help Desk Technician I & Facilities Coordinator is expected to provide professional and timely support to employees, maintain accurate records, protect company information and equipment, and help ensure Sarma's technology and facilities remain safe, functional, and well maintained. The employee must follow all company policies, safety procedures, and IT security requirements and perform other related duties as assigned.