Helpdesk Technician (The Tech Troubleshooter)

Are you passionate about solving technical problems and helping others get the most out of their technology? Do you have the patience to troubleshoot issues and the know-how to fix them quickly? If you’re ready to be the first line of defense in tech support, our client has the perfect role for you. We’re looking for a Helpdesk Technician (aka The Tech Troubleshooter) to provide essential support to users, helping resolve technical issues and ensuring a smooth digital experience for everyone in the organization.

As a Helpdesk Technician at our client, you’ll assist with hardware and software troubleshooting, support network issues, and provide exceptional customer service. Your role will be key in keeping the tech infrastructure running smoothly and enabling productivity across the organization.

Key Responsibilities:

1. Provide First-Level Technical Support:
• Respond to support requests through phone, email, or in person, resolving technical issues related to hardware, software, and network connectivity. You’ll act as the go-to person for immediate tech help.
2. Troubleshoot and Resolve Hardware and Software Issues:
• Diagnose and repair issues with computers, mobile devices, printers, and peripherals. You’ll resolve software conflicts, system errors, and connectivity issues to ensure user productivity.
3. Assist with Network and Connectivity Issues:
• Troubleshoot basic network issues, including Wi-Fi, VPN, and LAN connectivity. You’ll support users in staying connected and productive, whether on-site or remotely.
4. Manage User Accounts and Access:
• Set up new user accounts, permissions, and security protocols. You’ll assist with password resets, access control, and maintaining security compliance across devices.
5. Document Issues and Resolutions:
• Keep detailed records of support requests, troubleshooting steps, and resolutions in the helpdesk system. You’ll create documentation for recurring issues and share tips for preventing them.
6. Provide Training and Guidance on Technology Use:
• Offer guidance and tips on best practices for using software, hardware, and organizational tech tools. You’ll empower users to become more confident with their technology.
7. Maintain and Update Hardware and Software Inventory:
• Track inventory of company hardware and software, performing updates, repairs, and replacements as needed. You’ll ensure systems are up-to-date and function efficiently.

Required Skills:

• Technical Troubleshooting and Support: Proficiency in diagnosing and resolving hardware and software issues. You have hands-on experience with common desktop and network troubleshooting.
• Knowledge of Operating Systems: Strong familiarity with Windows, macOS, and potentially Linux operating systems, with an ability to troubleshoot and configure each.
• Customer Service Skills: Exceptional interpersonal skills to provide clear, patient, and friendly support. You’re skilled at explaining technical concepts in a way that’s easy to understand.
• Networking Fundamentals: Basic understanding of network concepts, including IP configuration, Wi-Fi connectivity, and VPN setup.
• Documentation and Organization: Strong ability to document support requests, resolutions, and device inventory accurately. You’re organized and proactive in managing support queues.

Educational Requirements:

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience in technical support.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.

Experience Requirements:

• 1-3 years of experience in a helpdesk or technical support role, with a proven ability to resolve technical issues quickly and effectively.
• Familiarity with helpdesk ticketing systems like Zendesk, ServiceNow, or similar is beneficial.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk) is a plus.

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans with low co-pays and premiums.
• Paid Time Off: Competitive vacation, sick leave, and 20 paid holidays per year.
• Work-Life Balance: Flexible work schedules and telecommuting options.
• Professional Development: Opportunities for training, certification reimbursement, and career advancement programs.
• Wellness Programs: Access to wellness programs, including gym memberships, health screenings, and mental health resources.
• Life and Disability Insurance: Life insurance and short-term/long-term disability coverage.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.
• Tuition Reimbursement: Financial assistance for continuing education and professional development.
• Community Engagement: Opportunities to participate in community service and volunteer activities.
• Recognition Programs: Employee recognition programs to celebrate achievements and milestones.