Information Technology Help Desk Technician

Department:

IT Department

Job Title:

Help Desk Technician

Overview:

What You’ll Be Doing as Help Desk Support

Assist users in resolving issues with PCs, desktop applications, antivirus software, smartphones, and printers. Work in a fast-paced environment alongside a dedicated team of IT professionals supporting a 24/7 manufacturing facility.

Job Duties & Responsibilities:

• Provide first-level support for Microsoft Windows desktop environments.
• Troubleshoot and resolve issues related to hardware, software, printers, network connectivity, and user access.
• Install, configure, and maintain desktop computers, laptops, peripherals, and mobile devices.
• Set up user accounts, permissions, and profiles in accordance with company policies.
• Support Microsoft 365 applications, email, and collaboration tools.
• Install, configure, and manage network and local printers.
• Utilize ticketing and remote support tools to respond to user requests efficiently.
• Document all work performed, including troubleshooting steps and resolutions.
• Escalate complex issues to senior IT staff when necessary and follow through to resolution.
• Provide guidance to users on technology best practices and cybersecurity awareness.
• Assist with inventory management, asset tracking, and IT onboarding for new employees.
• Participate in a scheduled on-call rotation to support a 24/7 operation when required.

Key Requirements & Competencies:

• Associate’s or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Strong understanding of Microsoft Windows desktop environments.
• Familiarity with Active Directory, Microsoft 365 administration, and basic networking concepts (TCP/IP, DNS, DHCP).
• Strong problem-solving abilities and eagerness to grow technically.
• Excellent customer service skills; patient, professional, and solution oriented.
• Ability to work independently and collaboratively within a team.
• Ability to manage multiple tasks in a fast-paced environment.
• CompTIA A , Network , or Security certifications are valued for the foundational expertise they represent, though they are not required.

Place of Job in the Organizational Structure:

Reports to the IT Manager.