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NE
New Era Information Technology
Help Desk Technician
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Job Description
Help Desk Technician Job Summary Join our dynamic IT support team as a Help Desk Technician, where your technical expertise and customer service skills will drive seamless technology experiences for users. In this energized role, you'll be the first point of contact for troubleshooting hardware, software, and network issues, ensuring swift resolutions that keep our operations running smoothly. Your proactive approach and problem-solving skills will empower users and enhance overall IT infrastructure performance. Duties Provide technical support to end-users via help desk systems, assisting with hardware, software, and network issues across various operating systems including Windows and Linux. Troubleshoot computer hardware components, peripherals, mobile devices, and operating systems to identify and resolve issues efficiently. Manage customer support tickets using platforms such as ServiceNow or BMC Remedy, ensuring timely updates and resolution documentation. Support Active Directory management tasks such as user account creation, password resets, and permissions adjustments to maintain secure access controls. Assist with network troubleshooting involving TCP/IP protocols, DNS configurations, VPN connectivity, firewalls, Meraki devices, and network administration tasks. Perform equipment troubleshooting and desktop support for computer management, hardware upgrades, and software installations. Collaborate with IT teams to resolve complex technical issues related to IT infrastructure including Windows Server environments and service configurations like SCCM or GPO. Experience Proven experience in a help desk or IT support role with a strong understanding of technical troubleshooting support across diverse platforms. Familiarity with help desk systems such as ServiceNow or BMC Remedy for ticket management. Solid knowledge of computer networking concepts including TCP/IP, DNS, VPNs, firewalls, and network administration tools like Meraki. Hands-on experience supporting Windows (including Windows Server), Linux operating systems, and mobile devices. Demonstrated ability to communicate technical information clearly to non-technical users with excellent customer service skills. Experience managing Active Directory accounts and performing hardware support tasks in a fast-paced environment is highly desirable. Strong analysis skills to diagnose issues quickly and implement effective solutions while maintaining a positive user experience. Join us in delivering exceptional IT support that energizes our organization! We're committed to fostering a vibrant work environment where your technical talents make a real impact every day.