What are the responsibilities and job description for the Help Desk Technician position at Hornblower Group?
Position Summary:
The Tier 1 IT Helpdesk Support Technician serves as the first point of contact for employees requiring IT assistance, providing basic technical support for software and hardware issues. This role is responsible for answering support calls, logging and resolving IT tickets, and preparing and configuring laptops, desktops, and mobile devices for new hires. The position also supports equipment shipping and receiving, including packing and tracking equipment for remote employees and processing returned hardware. Additional responsibilities include maintaining accurate inventory records for computers, spare parts, and accessories to ensure equipment is properly tracked and available as needed.
Duties and Responsibilities:
- First point of contact for IT issues
- Prepares and configures new computer hardware
- Manages inventory and equipment shipping
- Technical Support: Answer support calls, log IT tickets, and resolve basic software and hardware problem.
- Hardware Provisioning: Image, configure, and set up laptops, desktops, and mobile devices for new hires.
- Shipping and Receiving: Pack, ship, and track equipment to remote users, and unpack, inspect, and log returned hardware from departing employee
- Inventory Management: Keep accurate records of stock levels for spare parts, computers, and accessories.
Requirements & Qualifications:
- Experience: 1 to 2 years of experience in an IT support role.
- Skills: Basic knowledge of Windows and macOS, strong communication skills, and the ability to lift heavy shipping boxes up to 50 pounds.
- High school diploma required; IT certifications or a degree in a tech field are a plus.