What are the responsibilities and job description for the Information Technology Helpdesk Technician position at CTI?
Description
Are you someone who enjoys helping others, solving problems, and learning new technology skills? We’re looking for a Help Desk
Technician to join our IT team as the first point of contact for employees needing technical support. This role is perfect for someone with strong customer service skills and a passion for technology who wants to grow in the IT field.
As a Help Desk Technician, you will assist with day-to-day troubleshooting, support onboarding and offboarding tasks, and help keep our systems running smoothly. You’ll interact with staff across the company, provide clear and friendly guidance, and escalate issues when needed. If you’re dependable, detail-oriented, and eager to learn, we’d love to meet you.
Key Responsibilities:
User Support
- Serve as the first point of contact for users via phone, email, or ticketing system
- Troubleshoot and resolve hardware, software, and network issues
- Provide step-by-step guidance to users for common technical tasks
- Support new hire onboarding, including workstation setup and account creation
- Assist with offboarding tasks, such as collecting equipment and disabling accounts
- Escalate more complex issues to senior IT staff as needed
Hardware & Software Maintenance
- Install, configure, and update desktops, laptops, and peripheral devices
- Perform routine workstation maintenance and basic hardware repairs
- Install approved software and apply necessary updates
- Ensure workstations meet company security and configuration standards
- Maintain accurate inventory of IT equipment including laptops, monitors, and peripherals
Ticketing & Documentation
- Track and prioritize help desk tickets to meet established service timelines
- Document issues, troubleshooting steps, and resolutions clearly and accurately
- Identify recurring problems and contribute to user guides and documentation
- Assist with maintaining IT knowledge base articles
System & Network Support
- Support account management including password resets and MFA assistance
- Assist with network troubleshooting (connectivity checks, cable tracing, Wi-Fi support)
- Monitor system alerts and notify senior IT staff of potential issues
- Follow established IT policies, procedures, and security standards
Collaboration
- Work closely with System Administrators and other IT team members on support tasks and projects
- Maintain friendly and effective communication with users to ensure a positive support experience
- Support departmental initiatives and take on additional tasks as assigned
Requirements
Required
- High school diploma or equivalent
- Minimum of one (1) year of IT support experience
- Basic understanding of computer systems, hardware, software, and networks
- Strong customer service and communication skills
- Ability to explain technical information in simple, clear language
- Good time management and task prioritization skills
- Proficiency with Microsoft Office Suite or equivalent tools
Preferred
- Associate degree in IT or related field
- CompTIA A , Network , or similar certification
- Experience with ticketing systems, Windows OS, and Active Directory
- Previous customer service experience
Additional Skills
- Team-oriented with a willingness to learn
- Strong attention to detail and organizational skills
- Ability to follow established procedures and work independently
- Professional, service-focused attitude
- Reliable and punctual
Physical Demands & Work Environment
- Ability to lift and carry up to 40 lbs of equipment (monitors, computers, printers)
- Ability to occasionally walk up and down stairs while transporting equipment
- Must be able to stand, bend, kneel, and move equipment as needed for workstation setups or troubleshooting
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions