What are the responsibilities and job description for the Information Technology Help Desk Technician position at Employment Group?
About the Role
We are seeking a customer-focused Help Desk Technician to provide first-line technical support for end users while helping the organization improve technology adoption, reporting, and data-driven decision making. This role combines traditional help desk responsibilities with software support, systems administration, and data visualization capabilities.
What You’ll Do:
Deliver Exceptional Technical Support
- Provide Tier 1 and Tier 2 support for hardware, software, network, and user access issues.
- Troubleshoot and resolve incidents through ticketing systems while meeting service-level expectations.
- Support Microsoft 365, business applications, printers, mobile devices, and endpoint technologies.
- Escalate complex technical issues when necessary and coordinate resolution.
Support Business Software & Systems
- Install, configure, maintain, and troubleshoot business software applications.
- Assist with software deployments, upgrades, testing, and user training.
- Document procedures, known issues, and technical solutions.
Data Visualization & Reporting
- Create and maintain dashboards and reports using Power BI, Excel, Tableau, or similar tools.
- Translate business requirements into meaningful visual insights and operational reporting.
- Develop recurring KPI and performance dashboards.
- Assist with data validation and report automation.
Own Systems, Data & Documentation
- Maintain asset inventories, user records, and support documentation.
- Track help desk metrics and identify service trends.
- Support continuous improvement through reporting and analysis.
What We’re Looking For
Education
- Bachelors degree or in pursuit of a Bachelor degree or certification in Information Technology, Computer Science, or a related field preferred
Technical Qualifications
- Experience supporting Windows environments and Microsoft 365.
- Knowledge of Active Directory, endpoint management, and account administration.
- Familiarity with ticketing systems and IT service practices.
- Basic networking troubleshooting experience.
- Basic scripting knowledge such as PowerShell preferred
Software & Data Visualization Skills
- Experience building dashboards and visual reports.
- Ability to analyze data and communicate findings to non-technical audiences.
- Working knowledge of Power BI, Tableau, Excel Power Query, or similar BI tools.
Customer Service Mindset
- Strong communication and interpersonal skills.
- Ability to explain technical concepts clearly.
- Commitment to timely, professional support.
What Sets You Apart
- Power BI, SQL, or data analytics experience.
- Experience supporting ERP, CRM, or HRIS platforms.
- Proven ability to identify trends and recommend improvements.
Why Join Us
- Opportunity to combine IT support and business intelligence skills.
- Opportunity to play a critical role in scaling a high-growth organization
- Collaborative, entrepreneurial culture with strong leadership support
- Competitive compensation and benefits
- Visible impact on employee productivity and operational performance.
- Broad exposure to technology, systems, and analytics initiatives.