The Helpdesk Technician I serves as the first point of contact for employees experiencing technical issues. This role provides technical support for hardware, software, operating systems, mobile devices, network connectivity, and enterprise applications across Windows and macOS environments. The Helpdesk Technician I is responsible for resolving common technical issues, documenting incidents, escalating complex problems when necessary, and delivering excellent customer service to ensure a positive support experience.
Essential Duties and Responsibilities
- Respond to incoming service requests via phone, email, chat, and ticketing systems.
- Diagnose and resolve hardware, software, printer, mobile device, and network connectivity issues.
- Provide support and troubleshooting for Windows and macOS devices, including software installation, configuration, and user assistance.
- Create, update, and manage support tickets while maintaining accurate documentation.
- Install, configure, and support desktop and laptop computers, peripherals, and approved software applications.
- Assist users with password resets, account management, access requests, and multi-factor authentication (MFA) support.
- Support Microsoft 365 applications and other business-critical software platforms.
- Assist with device enrollment, provisioning, deployment, and lifecycle management using endpoint management platforms.
- Perform workstation setup, replacement, and deployment activities for new and existing employees.
- Follow established troubleshooting procedures and knowledge base articles.
- Escalate unresolved or complex issues to higher-level support teams as appropriate.
- Maintain inventory records of IT assets and equipment.
- Ensure compliance with company security policies, standards, and procedures.
- Participate in on-call or after-hours support as required.
- Contribute to knowledge base documentation and process improvement initiatives.
Required
- High school diploma or equivalent.
- Associate degree in Information Technology, Computer Science, or a related field preferred.
- 0–2 years of experience in an IT helpdesk, desktop support, technical support, or customer service role.
- Equivalent experience gained through internships, technical training programs, certifications, or academic coursework may be considered.
- Basic understanding of Windows operating systems and Microsoft 365 applications.
- Familiarity with computer hardware, mobile devices, and peripheral equipment.
- Strong customer service and communication skills.
- Ability to troubleshoot technical issues using logical problem-solving techniques.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
Preferred
- Experience supporting both Windows and macOS operating systems.
- Familiarity with Apple hardware, macOS troubleshooting, and device management concepts.
- Experience with Microsoft Intune and Jamf device management platforms.
- Familiarity with identity and access management solutions such as Okta and Microsoft Entra ID (Azure Active Directory).
- Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
- Understanding of endpoint security tools, device compliance policies, and mobile device management (MDM) best practices.
- CompTIA A+, Network+, or similar entry-level IT certification.
Knowledge, Skills, and Abilities
- Strong interpersonal and customer support skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong attention to detail and commitment to accurate documentation.
- Ability to work independently and collaboratively within a team environment.
- Strong organizational and time-management skills.
- Willingness to learn new technologies and support processes.
Physical Requirements
- Ability to sit, stand, and work at a computer for extended periods.
- Ability to lift and move IT equipment up to 25 pounds.
- Occasional travel between company locations may be required.
We’ve Got You Covered
At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, tuition reimbursement, and a yearly lifestyle stipend to support your wellness and passions. You’ll also receive exclusive employee discounts—and best of all, you’ll be surrounded by some of the most talented, creative, and curious minds out there.
A Quick Note Before You Apply…
Cricut is in an exciting chapter of transformation. We’re evolving fast—refining our strategy, growing our teams, and raising the bar across everything we do. This is an incredible opportunity for the right kind of person—but it’s not for everyone.
We’re looking for A-players—people who thrive in dynamic environments, turn challenges into momentum, and consistently deliver their best work. If that sounds like you, read on.
Here’s what makes someone a great fit for this role (and for this moment at Cricut):
• You move with urgency. You don’t wait for perfect clarity to act—you start, learn, and adjust.
• You set high standards. You take ownership, deliver quality, and hold yourself accountable.
• You stay focused when things move fast. You prioritize what matters most and tune out the noise.
• You collaborate like a pro. You elevate others, communicate clearly, and bring a low-ego, high-output energy.
• You embrace AI as part of your toolkit. From idea exploration to data analysis and creative problem-solving, you leverage AI to accelerate innovation and amplify impact—because technology and creativity go hand-in-hand here.
What to Do Next: Please attach your resume, cover letter and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.
Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.