Summary
We are looking for customer-focused IT Helpdesk Technician to serve as the first point of contact for employees experiencing technical issues. The ideal candidate is a strong communicator with solid troubleshooting skills who can diagnose and resolve hardware, software, and network problems efficiently while delivering excellent customer service.
Duties & Responsibilities
- Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or ticketing system.
- Diagnose and troubleshoot hardware, software, network, and connectivity issues.
- Log, track, and resolve support tickets in a timely manner, meeting SLA targets.
- Set up new hardware (laptops, desktops, monitors, peripherals) and provision user accounts.
- Install, configure, update software applications, and operating systems.
- Assist with password resets, account lockouts, and access permission requests.
- Escalate complex or unresolved issues to Tier 2/3 support or appropriate specialists.
- Maintain accurate documentation of issues, resolutions, and standard procedures.
- Support onboarding/offboarding processes, including equipment setup and account deactivation.
- Perform routine maintenance, patching, and updates on end-user devices.
- Educate users on best practices for cybersecurity, software use, and IT policies.
- Manage and maintain IT asset inventory (hardware and software licenses).
- Assist with basic network troubleshooting (Wi-Fi, VPN, printer connectivity).
- Contribute to the knowledge base by documenting common issues and solutions.
Expectations & Evaluation Criteria
- Act with integrity and treat people with respect.
- Take ownership of your work and deliver it accurately and on time.
- Communicate clearly, listen well, and handle conflict professionally.
- Adapt to changing priorities and manage multiple responsibilities.
- Look for better ways to work and contribute ideas that improve the team.
Qualifications
- Associate's degree or equivalent certification in IT, Computer Science, or related field (or equivalent work experience).
- 1-3 years of experience in a helpdesk, technical support, or IT support role.
- Working knowledge of Windows and/or macOS operating systems.
- Familiarity with Microsoft 365 / Database administration.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing systems.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong time-management skills and ability to prioritize multiple tickets.
- Lifting/moving computer equipment (up to 25-50lbs) / use of ladders.
- Primarily desk-based work with periods of walking between offices/floors.
- CompTIA A+, Network+, or similar certification preferred.
- Experience with Azure/Entra user management preferred.
- Familiarity with remote desktop and screen-sharing tools preferred.
- Basic scripting knowledge (PowerShell) for automating routine tasks preferred.
- Prior experience in a fast-paced or enterprise IT environment preferred.
Work schedule
- 8 hour shift
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Employee discount