What are the responsibilities and job description for the Help Desk Technician position at BlueStar US?
Company Overview
BlueStar is a leading global solutions-based distributor of point-of-sale, bar-coding, data collection, radio frequency identification (RFID), and wireless mobility products. BlueStar works exclusively with Value Added Reseller Partners, providing them with complete solutions at competitive prices. The company brings unequaled expertise to the market, offers award-winning technical support, and is an authorized service center for a growing number of manufacturers.
Job Summary
We are seeking a customer-focused and technically skilled Help Desk Technician to join our IT team. The ideal candidate will provide first-level support to end users, troubleshoot hardware and software issues, and ensure timely resolution of technical problems. This role is critical in maintaining productivity across the organization by delivering efficient and friendly IT support.
Key Responsibilities
- Respond to helpdesk tickets, phone calls, and emails in a timely and professional manner.
- Diagnose and resolve hardware, software, and network issues.
- Provide support for Windows and macOS operating systems, Microsoft Office Suite, and other business applications.
- Set up and configure desktops, laptops, mobile devices, and peripherals.
- Manage user accounts, permissions, and password resets in Active Directory.
- Document issues and solutions in the ticketing system and knowledge base.
- Escalate unresolved issues to Tier 2/3 support or appropriate teams.
- Assist with onboarding/offboarding of employees, including IT equipment provisioning.
- Maintain inventory of IT assets and ensure proper tracking.
- Participate in IT projects and initiatives as needed.
Qualifications
- High school diploma or equivalent required; Associate's or Bachelor's degree in IT or related field preferred.
- 1–2 years of experience in a helpdesk or technical support role.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
- Basic understanding of networking concepts (IP, DNS, DHCP).
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work independently and in a team environment.
- Certifications such as CompTIA A , ITIL Foundation, or Microsoft certifications are a plus.
Working Conditions
- On-site role and hybrid with remote support responsibilities.
- May require lifting and moving IT equipment.
- Occasional after-hours support or on-call duties.
Equal Opportunity Employer/Veterans/Disability.
