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C
Confidential
Help Desk Technician
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Florida data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$49,758 / year median in Florida
-3% projected decline
Job Description
Overview Join our dynamic IT support team as a Help Desk Technician and become the first line of assistance for our organization's technology needs! In this energized role, you will provide vital technical support to users, troubleshoot hardware and software issues, and ensure smooth operation of our IT infrastructure. Your proactive approach and excellent communication skills will empower users to maximize their productivity while maintaining a secure and efficient computing environment. This paid position offers an exciting opportunity to develop your technical proficiency and grow within a collaborative, fast-paced setting. Duties Respond promptly to help desk requests via phone, email, or ticketing systems, delivering exceptional customer service. Diagnose and resolve hardware issues related to computers, printers, peripherals, and other devices, ensuring minimal downtime. Provide technical troubleshooting support for operating systems including Windows, along with applications such as Microsoft Office. Assist with system administration tasks such as user account management in Active Directory and maintaining security protocols. Support network connectivity issues involving LAN (Local Area Network), VPN (Virtual Private Network), firewalls, and computer networking components. Perform hardware maintenance, upgrades, and repairs on desktops, laptops, and servers to keep systems running optimally. Document all support activities accurately in ticketing systems like BMC Remedy and communicate effectively with users to resolve issues efficiently. Occasional travel to our other offices and clients. Other duties as assigned Qualifications Proven experience in IT support roles with a strong understanding of operating systems including Windows support. Familiarity with system administration tasks such as Active Directory management and Windows Server administration. Technical proficiency in troubleshooting software problems, hardware failures, computer networking issues, VPN setup, and firewall configurations. Knowledge of computer hardware components and hardware maintenance best practices. Excellent communication skills with the ability to explain technical concepts clearly to non-technical users. Ability to prioritize tasks effectively in a fast-paced environment while maintaining attention to detail. Experience using help desk ticketing tools like BMC Remedy or similar platforms is preferred. Valid driver's license and reliable transportation. This role is ideal for motivated individuals eager to enhance their IT expertise while providing outstanding support that keeps our organization running smoothly. If you thrive on solving technical challenges with enthusiasm and professionalism, we want to hear from you!