Help Desk Technician

Job Summary:

The Help Desk Technician provides technical support to end-users by resolving IT-related issues and ensuring that technology systems run smoothly. This role involves responding to user inquiries, troubleshooting technical problems, and providing solutions in a timely and efficient manner. The Help Desk Technician is the first point of contact for users experiencing technical issues and plays a critical role in maintaining the operational efficiency of the organization's IT infrastructure.

Key Responsibilities:

• User Support: Respond to and resolve IT support requests from users via phone, email, or support ticketing system. Provide assistance with hardware, software, network issues, and other technical problems.

• Troubleshooting: Diagnose and troubleshoot computer hardware, software, and network problems. Resolve issues or escalate to appropriate technical teams when necessary.

• System Maintenance: Assist in the installation, configuration, and maintenance of software, hardware, and networking equipment. Ensure that all systems are updated and running optimally.

• Incident Management: Log all support requests and incidents in the company’s ticketing system. Track progress and ensure timely resolution, keeping users informed on the status of their issues.

• Technical Documentation: Create and maintain documentation for common issues, processes, and troubleshooting procedures. Update knowledge base articles to assist both end-users and IT staff.

• User Training: Provide training to users on new systems, software, and procedures. Offer basic troubleshooting advice to help users solve common issues independently.

• Hardware Setup: Set up new workstations, including installing operating systems, software, and network configurations. Assist in hardware repairs and replacements.

• Collaboration: Work with IT staff to ensure systems are running smoothly. Assist in supporting larger projects and system upgrades when needed.

• Security Support: Ensure that security protocols are followed when providing assistance, including password resets, software updates, and antivirus installation.

Qualifications:

• Education: High school diploma or equivalent required. A degree in Information Technology, Computer Science, or a related field is a plus.

• Experience:

  • 1-2 years of experience in a help desk or IT support role.
  • Familiarity with common operating systems (Windows, macOS) and office productivity software (Microsoft Office, etc.).
  • Experience with remote desktop support tools and ticketing systems.

• Skills and Competencies:

  • Strong problem-solving and troubleshooting skills.
  • Excellent communication skills, both written and verbal.
  • Ability to handle multiple tasks and prioritize issues in a fast-paced environment.
  • Customer service-oriented with a patient and positive attitude.
  • Knowledge of networking concepts (TCP/IP, DNS, DHCP) is a plus.
  • Familiarity with Active Directory, Microsoft Exchange, or cloud services like Office 365 is a plus.

• Certifications (Preferred but not required):

  • CompTIA A+ Certification.
  • Microsoft Certified IT Specialist (MCITP) or equivalent.

Working Conditions:

• Schedule: Full-time, Monday through Friday. May require on-call or weekend work for critical system issues or after-hours support.
• Environment: Typically office-based, though remote support may be required for some users. Occasional travel to other office locations may be necessary.

Physical Requirements:

• Ability to sit or stand for long periods.
• Occasional lifting (up to 25 pounds) for hardware setups or maintenance.

Equal Opportunity Employer: Minority/Female/Disability/Veteran