What are the responsibilities and job description for the Network Operations Support Technician position at ProInfoNet?
We are seeking a reliable and customer-focused Network Operations / Helpdesk Technician to provide first-line technical support and monitoring services for network operations and end-user systems. This role serves as the initial point of contact for technical issues, supporting both internal staff and external clients while ensuring timely, professional, and well-documented resolution of issues.
What You’ll Do
Serve as the first point of contact for incoming technical support requests via phone, email, and ticketing system. Provide basic troubleshooting for hardware, software, and network connectivity issues. Monitor network and system alerts and escalate issues to higher-level support when appropriate. Install, configure, and deploy laptops, desktops, and peripheral equipment. Assist with user account setup, password resets, and permission changes in Active Directory and Microsoft 365. Document all support requests, troubleshooting steps, and resolutions within the helpdesk system. Follow established incident response, escalation, and communication procedures. Maintain equipment inventory and assist with hardware tracking. Support remote users and field staff with connectivity, VPN, and access-related issues. Contribute to ongoing improvements to helpdesk processes and documentation. Deliver courteous, professional customer service to all users.
Technical Experience
Familiarity with helpdesk or ticketing systems. Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN. Working knowledge of Windows operating systems and Microsoft 365 applications. Ability to troubleshoot common hardware, software, and connectivity issues.
Qualifications
Associate degree in Information Technology, Computer Science, or a related field preferred, or equivalent hands-on experience. 1–2 years of experience in a helpdesk, technical support, or network operations role. Strong problem-solving skills, attention to detail, and clear communication abilities.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person