IT HELP DESK TECHNICIAN

Position Overview

We are seeking a reliable, detail-oriented IT Help Desk Technician to provide responsive technical support to clients and end users. This position answers support calls, creates and maintains service tickets, troubleshoots technical problems, resolves issues efficiently, and thoroughly documents all work performed.

The ideal candidate has strong customer-service skills, takes ownership of technical problems, communicates clearly, and understands that accurate documentation is essential to delivering high-quality IT support.

Key Responsibilities

· Bring positive attitude every day, can smile, can interact with people, has a sense of humor, can take technical information and simplify it in a way the client understands

· Answer incoming technical-support calls and respond promptly to service requests.

· Create, categorize, prioritize, assign, update, and close help desk tickets.

· Troubleshoot and resolve computer hardware, software, networking, VoIP phone systems, server, printer, email, and mobile-device issues.

· Provide remote and on-site support when necessary.

· Install, configure, maintain, and troubleshoot Windows computers and business applications.

· Support Microsoft 365 and Google WorkSpace, including Outlook, Teams, OneDrive/Google Drive, SharePoint, user accounts, licensing, password resets, and multifactor authentication.

· Troubleshoot wired and wireless networks, internet connectivity, switches, routers, access points, VPNs, DNS, and DHCP.

· Assist with Windows Server, Active Directory, Group Policy, file permissions, user accounts, and related infrastructure.

· Configure, monitor, and maintain firewalls and other network-security systems.

· Manage and respond to alerts from endpoint protection, EDR, MDR, email-security, backup, remote-monitoring, and other cybersecurity platforms.

· Escalate complex incidents and security concerns to the appropriate technician or engineer.

· Follow up with users to confirm that issues have been fully resolved.

· Assist with employee onboarding and offboarding, including account creation, access changes, equipment preparation, and account termination.

· Maintain accurate inventories of computers, servers, network equipment, software licenses, and other technology assets.

· Perform routine maintenance, patching, software deployment, system monitoring, and backup verification.

· Identify recurring issues and recommend permanent solutions or process improvements.

· Follow established security policies, technical standards, and escalation procedures.

· Perform other duties commonly associated with an IT help desk or managed-services environment.

Documentation Is a Core Responsibility

Complete documentation is part of resolving every ticket—not an optional administrative step.

· Document every service request, troubleshooting step, communication, system change, and resolution in the ticketing system.

· Maintain accurate client information, network diagrams, device records, configurations, credentials, and standard operating procedures.

· Create clear internal knowledge-base articles and end-user instructions.

· Update documentation immediately after system, software, network, or security changes.

· Record enough detail for another technician to understand the issue and continue the work without unnecessary delay.

· Follow company documentation standards and regularly review records for accuracy.

· Never rely solely on memory or undocumented verbal instructions when completing technical work.

Required Qualifications

· Previous help desk, desktop-support, system-administration, or related IT experience.

· Working knowledge of Windows computers, Microsoft 365, networking, servers, and common business software.

· Understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, wireless networking, and basic cybersecurity concepts.

· Ability to troubleshoot problems methodically and independently.

· Strong written and verbal communication skills, including the ability to explain technical information to nontechnical users.

· Excellent customer-service skills and a professional telephone manner

· Strong attention to detail and commitment to complete, accurate documentation.

· Ability to prioritize multiple tickets and manage time effectively.

· Willingness to continuously learn through training, research, certifications, labs, and hands-on experience.

· Ability to maintain the confidentiality of client, employee, and company information.

· Reliable transportation and a valid driver's license if on-site client visits are required.

· Ability to pass a background check.

Preferred Qualifications

· Experience working for a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP).

· Experience with professional ticketing, remote monitoring and management, and documentation platforms.

· Knowledge of Active Directory, Group Policy, Windows Server, virtualization, and backup systems.

· Experience managing business-grade firewalls, switches, wireless access points, and VPNs.

· Experience with EDR, MDR, antivirus, email-security, security-awareness, and vulnerability-management platforms.

· Familiarity with cybersecurity and compliance frameworks such as NIST, CMMC, HIPAA, or PCI DSS.

· Industry certifications such as CompTIA A , Network , Security , Microsoft, Cisco, or equivalent certifications.

Professional Expectations

· Take ownership of assigned issues through resolution or proper escalation.

· Communicate promptly and professionally with clients and coworkers.

· Arrive on time and remain dependable during scheduled working hours.

· Follow established processes while identifying opportunities for improvement.

· Ask questions when necessary and avoid undocumented or unauthorized changes.

· Maintain a security-first mindset.

· Accept feedback and demonstrate measurable professional growth.

· Treat documentation as part of completing the work—not as an optional task.

· This is a salary position and your work schedule may not be a typical 8 hour day. Some days may be short, some long, some days you may need to work on a Saturday or Sunday, etc, you may need to work in the evening to update software after hours, push security patches and updates to systems requiring manual restart, etc.

What We Offer

· Competitive compensation based on experience.

· Opportunities for training, certification, and professional advancement.

· Exposure to a wide range of business technologies and cybersecurity platforms.

· A collaborative environment focused on technical excellence, security, accountability, and customer service.

How to Apply

Please submit your résumé and a brief explanation of your relevant IT support experience, technical skills, certifications, and approach to documenting technical work.

T3CHNOLOGY is an equal-opportunity employer. Employment decisions are based on qualifications, merit, and business needs.

Pay: $18.00 - $35.00 per hour

Expected hours: 40.0 – 60.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Paid time off

Work Location: Hybrid remote in Winder, GA 30680

Salary : $18 - $35