Help Desk Technician

Job Title:

Help Desk TechnicianDepartment:

Information and Technology (IT)

Reports To:

IT ManagerThe Helpdesk Technician supports the company with a wide range of IT tasks, questions, and projects. Responsibilities include troubleshooting and setting up hardware such as desktops, laptops, printers, and peripherals, as well as supporting software needs such as email, updates, account creation, and antivirus. The technician uses the companys ticketing system to track support requests and time spent on tasks. This role also includes creating new procedures and maintaining existing documentation related to the position.

Essential Functions Include:

Resolve technical issues for end users on Windows and macOS systemsTroubleshoot basic network and connectivity problemsSet up and provision new IT equipment, including laptops, monitors, and peripheralsSupport the ongoing documentation and improvement of systems and processesManage IT assets by tracking new inventory and service or repair activityTrain end users on the proper use of technology and softwareAssist with phone system managementMaintain a clean and organized work environmentSupport the IT Manager with additional projects as needed

Qualifications Include:

High School Degree or Equivalent6 months or more of Help Desk experienceExperience with ticket systems to document issues, troubleshooting steps, and resolutionAbility to support user account setup, password resets, and basic access troubleshootingAbility to prioritize multiple support requests and manage time effectivelyFamiliar with remote support tools and techniques for assisting users in different locationsUnderstanding security best practices, including phishing, antivirus, and password managementStrong problem-solving skills and close attention to detailBasic knowledge of VPN, WLAN/LAN, and basic TCP/IP technologiesExperience with Windows 11, MacOS, and Active Directory basicsService-oriented mindset with a passion for helping othersBasic understanding of troubleshooting Microsoft 365 user setup and account-related issuesExperience with Microsoft 365 administration, including basic user and license management, is preferredExposure to Azure administration and Intune is a plusExposure to SCCM and ITSM platforms is a plusCompTIA certification is preferred.

Physical Requirements:

Must be able to perform with our without accomodations: Consistent and reliable attendanceTypical of an office or warehouse environmentOccasional lifting of up to 30 lbs.

Schedule:

This is an hourly position that typically follows a Monday through Friday schedule from 8:00 a.m. to 5:00 p.m. Occasional overtime may be required, based on business needs.