Helpdesk Technician

Job Purpose as a Helpdesk Technician

The Helpdesk Technician provides first-line IT support, diagnosing and resolving technical issues for users with computer hardware, software, and network problems through phone, email, or in-person interactions. Key responsibilities include managing support tickets, documenting issues, escalating complex problems to higher-level technicians, and educating users to ensure smooth and seamless use of technology. 

Duties and Responsibilities as a Helpdesk Technician

• Provide first-line technical support to end-users via phone, email, and remote desktop tools.
• Troubleshoot and resolve hardware and software issues on Windows-based devices.
• Help support Azure cloud services, including user accounts and security settings.
• Diagnose and repair hardware malfunctions, including PCs, laptops, printers, and peripherals.
• Maintain accurate records of support interactions and solutions provided.
• Collaborate with other IT staff to implement new technologies and updates.
• Ensure timely follow-up on outstanding issues and escalate complex problems to senior technicians or manage service providers.
• Educate end-users on best practices and preventive measures to reduce technical issues.
• Participate in team meetings and contribute to the continuous improvement of support services.

Teamwork:

Daily communication with the IT Manager to be sure objectives are met.

Support and comply with company policies and procedures as applicable.

Demonstrate a positive and supportive attitude.

Qualifications and Skills as a Helpdesk Technician

• High school diploma or equivalent with experience; Minimum of an associate's degree in information technology or related field preferred.
• Proficiency in Windows operating systems and Microsoft Office applications.
• Previous experience in a corporate helpdesk environment.
• Experience with Azure cloud services and managing user accounts.
• Strong hardware troubleshooting skills for PCs, laptops, printers, and peripherals.
• Exceptional customer service skills, with a focus on effective communication and problem-solving.
• Ability to work independently and collaboratively in a team environment.
• Strong organizational skills and attention to detail.
• Certifications such as CompTIA A , Microsoft Certified: Azure Fundamentals, or similar are a plus.

Working Conditions

• Standard Manufacturing Plant Working Conditions
• 10-15% of time spent on the shop floor
• 25% travel to other location

As a Helpdesk Technician you can earn $62,000 to $65,000 per year.  We offer low cost health benefits including medical, dental, vision, 401K company match, short/long term disability, PTO, 10 holidays per year and EAP.  

Salary : $62,000 - $65,000