Help Desk Technician

Job Summary: The Help Desk Technician is an entry level position, responsible for providing technical assistance and support to internal users experiencing issues with computer hardware, software, or other technology-related matters. This role requires strong communication skills, technical proficiency, and a customer-focused approach to problem-solving.

Key Responsibilities:

Provide first-level technical support to internal users via phone, email, or in person. Diagnose and resolve hardware, software, and network issues in a timely manner. Install, configure, and maintain computer systems, peripherals, and software applications. Document all support interactions, including details of issues and solutions provided, in the help desk ticketing system. Escalate complex technical issues to appropriate teams or senior technicians as needed. Assist with the setup and deployment of new hardware and software for users. Utilize the IT knowledgebase and suggest changes or updates. Collaborate with other IT teams to ensure seamless operation of technology systems and services. Provide training and guidance to end-users on basic technology usage and best practices. Stay updated on emerging technologies and trends in the IT industry to continuously improve technical skills and knowledge. Participate in on-call rotation and after-hours support as needed to address critical issues and minimize service disruptions. Ability to lift, carry, and move equipment as needed throughout the day. Including equipment up to 40 lbs.

Relevant Experience:

• Familiarity with operating systems such as Windows 10 & 11, OS X, Android, etc.
• Foundational customer service skills
• Familiarity with Microsoft Office 365, Adobe, Web browsers, and other commonly used applications.
• Experience with remote assistance tools
• Proficiency in hardware and software troubleshooting, computer imaging and system setup
• Basic network troubleshooting
   

Soft Skills:

• Teamwork and collaboration amongst the Help Desk team and other IT teams.
• Excellent communication skills in-person and over the phone
• Willingness to participate and contribute to meetings
• Good documentation skills.
• Time management skills.
• Critical thinking and problem-solving abilities.
• Ability to brainstorm with the team to increase effectiveness and plan projects and deployments.
• Willingness to learn and adapt to new technologies, processes, and procedures in a fast-paced environment.
• Ability to pay close attention to detail when analyzing technical issues and following standardized procedures for problem resolution.

Certifications & Education:

• High school diploma or equivalent required

Preferred qualifications:

• CompTIA ITF or A+
• Google IT Support Professional
• IT related internships or relevant experience
• Associate degree or equivalent in information technology

Location:

• San Antonio, TX

Salary: $21.00 per hour