Help Desk Technician

Job Description

Responsibilities:

• Provide on-the-spot technical support to employees who visit the IT walk-up desk.

• Troubleshoot and resolve hardware, software, and network issues.

• Assist with the setup and configuration of new devices and applications.

• Maintain accurate records of support requests and resolutions.

• Collaborate with other IT team members to ensure timely and effective problem resolution.

• Educate employees on best practices for using technology and software.

• Perform routine maintenance and updates on IT equipment.

• Ensure compliance with company IT policies and procedures.

• Provide on-site field support to customers, including installation, servicing, and repairing systems and equipment.

• Verify and approve operational quality of system equipment.

• Resolve customer issues in the areas of hardware installation, repair, upgrade, and maintenance.

• Assist in investigating and resolving complex installations and maintenance matters of significance.

• Instruct customers in the operation and maintenance of systems/equipment.

• Ensure issues are referred to the appropriate personnel/service areas for follow-up, testing, and troubleshooting.

• Act as a liaison with customers on administrative and technical matters for assigned projects.

• Perform analysis and prepare reports on system problem trends and issues.

• Troubleshoot user accounts.

• Understand SCCM, VPN, Azure, O365, Windows 10 & 11.

Requirements:

• 2-3 years of experience in IT support or a related field.

• Strong knowledge of Windows and Mac operating systems.

• Familiarity with common office software and applications (e.g., Microsoft Office, Google Workspace).

• Excellent problem-solving skills and the ability to work under pressure.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are a plus.

Other Qualifications:

• An advanced degree in a relevant field is a plus.

• Candidates must be authorized to work in United States without the requirement of sponsorship.

Background Check Required