What are the responsibilities and job description for the IT Help Desk Technician position at CML Security, LLC?
Description
The IT Help Desk Technician is responsible for responding to, evaluating and prioritizing incoming telephone calls, voicemails, emails and in-person requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. They remain up to speed on technology and suggest improvements as appropriate.
Responsibilities
Expected fill date: November 2025
Employment may be contingent upon successful completion of a background check and drug screen
The IT Help Desk Technician is responsible for responding to, evaluating and prioritizing incoming telephone calls, voicemails, emails and in-person requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. They remain up to speed on technology and suggest improvements as appropriate.
Responsibilities
- Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems as appropriate
- Provide resolution to issues and updates on the process, including documenting initial responses, progress toward the resolution and a final resolution
- Maintain a stock of computers for new and existing employees
- Manage Office 365 for the office, including setting up and managing accounts
- Make recommendations to reduce help line incident rate
- Call software and hardware vendors to request service regarding defective products
- Determine whether problem is caused by hardware such as modem, printer, cables or telephone
- Run Cat6 cable and package
- Maintain functioning infrastructure
- Troubleshoot and restore technical services and equipment problems by identifying and diagnosing faults and symptoms using established processes and procedures
- Maintain record of incidents and work orders through a tracking system to enhance the quality of problem solving
- Provide proactive solutions, procedures and documentation for problem prevention
- Perform setup, configuration and maintenance of company workstations
- Maintain management software licensing
- Lift up to 50lbs
- Perform basic office duties, including typing, copying, emailing, etc.
- Communicate regularly and effectively as appropriate
- Maintain the standards, culture and values of CML Security
- Other duties as assigned
- High school diploma or GED required
- 1-2 Years of related experience preferred
- General understanding of basic computer terminology, including Cloud Applications, Entra Administration, Computer Building required
- Basic fundamentals of Windows OS and proficiency in MS Office Suite required
- OSHA-10 certification
Expected fill date: November 2025
Employment may be contingent upon successful completion of a background check and drug screen
Salary : $20 - $30