IT Helpdesk Technician

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

·        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

QUALIFICATIONS AND SKILLS

·        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

Pay: $20-$30 an hour

Expected fill date: November 2025

Employment may be contingent upon successful completion of a background check and drug screen