IT Help Desk Technician

Job Summary

We are looking for a  detail-oriented and customer-focused IT Help Desk Technician  to provide first-line technical support to our employees. As an IT Help Desk Technician, you will be responsible for diagnosing and resolving technical issues, offering excellent customer service, and supporting the IT department in maintaining the company’s technology systems. You will be the go-to person for troubleshooting hardware and software problems, and your expertise will help keep our operations running smoothly.

Key Responsibilities

• Technical Support:  Provide first-level support for internal employees by diagnosing and resolving hardware, software, network, and system issues via phone, email, or in person.
• Incident Management:  Log, track, and resolve technical support requests using the company’s Help Desk ticketing system, ensuring timely resolution and updates.
• Hardware & Software Troubleshooting:  Assist with installing, configuring, and troubleshooting desktops, laptops, printers, and mobile devices. Support common software applications (e.g., Microsoft Office, email, ERP systems).
• System Access & Account Management:  Set up and manage user accounts, permissions, and access to company systems and applications. Reset passwords and unlock accounts as needed.
• Network Support:  Assist with network connectivity issues (Wi-Fi, VPN, etc.), including basic troubleshooting of routers, switches, and firewalls.
• Documentation & Knowledge Base:  Create and update user manuals, FAQs, and other knowledge base articles to empower employees to resolve common IT issues independently.
• Customer Service:  Provide excellent customer service by listening attentively to user issues, offering clear solutions, and ensuring user satisfaction with the resolution.
• Software Installation & Updates:  Assist with software deployment, updates, and patches, ensuring the company’s systems are up-to-date and secure.
• Collaboration with IT Team:  Work closely with other IT team members to escalate unresolved issues and assist with larger IT projects as needed.
• Maintenance & Inventory Management:  Track and maintain an inventory of hardware, software licenses, and other IT equipment. Ensure proper equipment returns or replacements when necessary.

Requirements

• Education:  High school diploma or equivalent (Associate’s degree in IT or related field preferred).
• Experience:  At least 1-2 years of experience in an IT support or help desk role.
• Technical Skills:
• Familiarity with Windows, macOS, and/or Linux operating systems.
• Knowledge of basic networking (TCP/IP, VPN, Wi-Fi troubleshooting).
• Understanding of common business software (e.g., Microsoft Office 365, Google Workspace).
• Basic troubleshooting skills for printers, mobile devices, and hardware peripherals.
• Customer Service Skills:  Strong communication and problem-solving skills with a focus on customer service.
• Attention to Detail:  Ability to diagnose and resolve issues quickly while documenting everything accurately.
• Time Management:  Ability to prioritize and manage multiple support tickets and tasks simultaneously.

Preferred Qualifications

• Certifications:  CompTIA A+, Network+, or similar certifications.
• Experience with Ticketing Systems:  Familiarity with IT help desk software (e.g., Zendesk, Freshservice, Jira Service Desk).
• Familiarity with ITIL:  Knowledge of ITIL (Information Technology Infrastructure Library) practices for incident management.
• Experience with Mobile Devices:  Familiarity with supporting mobile devices and remote work setups (VPN, mobile apps).

Working Conditions

• Office Environment:  Primarily based in an office setting, but may require occasional visits to other departments or remote work locations for troubleshooting.
• Shift Flexibility:  May require working during off-hours or on-call shifts for critical issues.