Help Desk Technician

JOB TITLE

Help Desk Technician

DEPARTMENT

IT (Information Technology)

LOCATION

Corporate Office, Brisbane

LEVEL/SALARY RANGE

TBD Based on Skills and Experience

POSITION TYPE

Fulltime We are seeking a motivated and customer-focused Help Desk Technician to join our IT team. This position provides front-line technical support to approximately 300+ users across multiple office locations in the continental United States, Hawaii and Guam. The ideal candidate is eager to learn, has strong communication skills and is passionate about solving technical problems in a fast-paced environment. As a Help Desk Technician, you will serve as the first point of contact for all IT support requests, troubleshooting hardware, software and network issues while maintaining a high level of customer satisfaction. You will work within a Microsoft-centric environment and gain hands-on experience with enterprise tools and systems. This position supports users across multiple offices in the continental United States, Hawaii and Guam. The primary work location will be based in the corporate office in Brisbane, CA.

Key Roles and Responsibilities:

Provide first-level technical support via phone, email, remote tools, and in-person for end users across all office locations Troubleshoot and resolve issues related to Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint) Support Windows desktop and laptop environments including imaging, configuration, and deployment Administer and troubleshoot user accounts, permissions, and group policies in Active Directory and Azure Active Directory / Entra ID Assist with Microsoft server infrastructure including Windows Server, Exchange, and related services Support Dropbox Business for file sharing and collaboration; manage user access and troubleshoot sync issues Provide support for custom in-house accounting applications, escalating complex issues to application developers or vendors as needed Document all support requests, resolutions, and procedures in the IT ticketing system Set up and configure workstations, peripherals, printers, and mobile devices for new and existing employees Assist with onboarding and offboarding tasks including account provisioning, hardware allocation, and access control Coordinate with IT team members at remote office locations to resolve site-specific issues Participate in IT projects including system upgrades, migrations, and rollouts as directed Maintain inventory of IT hardware and software assets Contribute to the development and maintenance of IT documentation and knowledge base articles

Requirements and Qualifications:

High school diploma or equivalent required; Associate's degree or coursework in Information Technology, Computer Science, or a related field preferred 1-2 years of experience in a help desk, technical support, or customer service role (internships and academic projects considered) Basic understanding of Microsoft 365 administration and applications Familiarity with Windows 10/11 operating systems and general PC hardware troubleshooting Foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN) Strong verbal and written communication skills with a customer-first attitude Ability to prioritize and manage multiple support requests in a fast-paced environment Willingness to travel occasionally to other office locations as needed Must be able to lift and move IT equipment up to 50 lbs

Preferred Qualifications:

CompTIA A+, CompTIA Network+, Microsoft 365

Certified:

Fundamentals (MS-900), or similar industry certification Experience with Active Directory and Azure AD / Entra ID user management Familiarity with Dropbox Business administration Exposure to Windows Server environments (2016/2019/2022) Experience using IT ticketing systems (e.g., ConnectWise, Autotask, ServiceNow, Freshdesk) Experience supporting custom or proprietary business applications Basic knowledge of PowerShell scripting for automation tasks Understanding of IT security best practices and endpoint protection

What We Offer:

Competitive salary commensurate with experience Comprehensive benefits package including medical, dental, and vision insurance Paid time off and holiday schedule Professional development and certification reimbursement Hands-on training and mentorship from experienced IT professionals Career growth path within the IT department • Collaborative and supportive team environment

How To Apply:

Interested candidates should submit a resume and cover letter to HR@ norman-wright.com. Please include "Help Desk Technician in the subject line Norman S. Wright is an Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

Pay:

$75,000.00 - $85,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance

Work Location:

In person