IT Help Desk Technician

Description:

POSITION SUMMARY

The IT Technician provides Tier 1 technical support for end users across the organization, ensuring reliable operation of desktops, laptops, mobile devices, and basic applications. This role serves as the frontline for IT support, resolving common issues quickly and escalating appropriately, allowing senior IT staff to focus on infrastructure, security, ERP optimization, and strategic initiatives. The Help Desk Technician supports multi-site operations and contributes to a positive user experience. This position reports to the IT Manager and may receive day-to-day direction from the Systems & Security Lead.

CORE RESPONSIBILITIES

End-User Support Provide Tier 1 support for desktops, laptops, printers, mobile devices, and common applications. Troubleshoot hardware, software, and basic network connectivity issues. Respond to and document support requests through ticketing system. Account & Device Provisioning Set up and configure new user accounts, devices, and peripherals following documented procedures. Assist with onboarding and offboarding tasks. Perform basic access changes under established policies. Hardware & Asset Management Maintain inventory of IT equipment. Prepare, deploy, and refresh end-user hardware. Coordinate repairs and warranty service. Onsite & Multi-Site Support Provide onsite support at primary facility and assist with remote support for other locations. Support conference room technology and basic AV needs. Documentation & Continuous Improvement Follow established runbooks and procedures. Identify recurring issues and suggest improvements. Assist in keeping documentation current. Security Awareness Support Follow security best practices for device handling and user access. Escalate suspected security incidents immediately.

Requirements:

REQUIRED QUALIFICATIONS

Associate degree in Information Technology or related field, or equivalent experience. 1-3 years of IT support or help desk experience preferred. Basic knowledge of Windows operating systems and common business applications. Familiarity with troubleshooting hardware and peripherals.

PREFERRED QUALIFICATIONS

Experience in manufacturing or multi-site environments. Familiarity with ticketing systems. Basic understanding of Active Directory or user account management.

KEY SKILLS & ATTRIBUTES

Customer-service mindset Strong communication skills Organized and detail-oriented Willingness to learn Reliable and professional IT Help Desk Technician 3.7 3.7 out of 5 stars

Description:

POSITION SUMMARY

The IT Technician provides Tier 1 technical support for end users across the organization, ensuring reliable operation of desktops, laptops, mobile devices, and basic applications. This role serves as the frontline for IT support, resolving common issues quickly and escalating appropriately, allowing senior IT staff to focus on infrastructure, security, ERP optimization, and strategic initiatives. The Help Desk Technician supports multi-site operations and contributes to a positive user experience. This position reports to the IT Manager and may receive day-to-day direction from the Systems & Security Lead.

CORE RESPONSIBILITIES

End-User Support Provide Tier 1 support for desktops, laptops, printers, mobile devices, and common applications. Troubleshoot hardware, software, and basic network connectivity issues. Respond to and document support requests through ticketing system. Account & Device Provisioning Set up and configure new user accounts, devices, and peripherals following documented procedures. Assist with onboarding and offboarding tasks. Perform basic access changes under established policies. Hardware & Asset Management Maintain inventory of IT equipment. Prepare, deploy, and refresh end-user hardware. Coordinate repairs and warranty service. Onsite & Multi-Site Support Provide onsite support at primary facility and assist with remote support for other locations. Support conference room technology and basic AV needs. Documentation & Continuous Improvement Follow established runbooks and procedures. Identify recurring issues and suggest improvements. Assist in keeping documentation current. Security Awareness Support Follow security best practices for device handling and user access. Escalate suspected security incidents immediately.

Requirements:

REQUIRED QUALIFICATIONS

Associate degree in Information Technology or related field, or equivalent experience. 1-3 years of IT support or help desk experience preferred. Basic knowledge of Windows operating systems and common business applications. Familiarity with troubleshooting hardware and peripherals.

PREFERRED QUALIFICATIONS

Experience in manufacturing or multi-site environments. Familiarity with ticketing systems. Basic understanding of Active Directory or user account management.

KEY SKILLS & ATTRIBUTES

Customer-service mindset Strong communication skills Organized and detail-oriented Willingness to learn Reliable and professional