Help Desk Technician

The Phoenix Group Advisors is conducting a search for a Help Desk Technician at a computer services organization. This role provides technical support and manages client IT environments, ensuring reliable network and hardware operations.

The Help Desk Technician owns the resolution of end-user technical issues, implements system configurations, and maintains client documentation. The position supports client network infrastructure, manages equipment setup, and performs routine system maintenance and reporting.

• Respond to and resolve help desk tickets via ticketing systems

• Install, configure, and troubleshoot workstations, network switches, wireless devices, and firewalls

• Maintain accurate records of tasks, inventory, and client system configurations in PSA and documentation tools

• Assist with network and system upgrades, patches, and updates

• Provide high-quality written and verbal communication with clients

• Participate in rotating on-call support, including evening and weekend shifts

• Document technical procedures and solutions for future reference

• Support data entry, export, and reporting activities

• 2 years experience in help desk or technical support roles

• Knowledge of Windows and macOS operating systems

• Experience with network hardware, firewalls, and wireless devices

• Familiar with PSA systems, ticketing tools, and documentation software

• Relevant certifications (CompTIA A , MCSA) preferred

• Hands-on experience with LAN/WAN, VPN, and remote support tools

• Ability to troubleshoot hardware and network issues

• Strong written and verbal communication skills

Core Technical Skills

Windows OS, macOS, Network Troubleshooting, Firewall Configuration, VPN, Remote Support, Ticketing Systems, PSA, Inventory Management, System Configuration, Data Reporting

The role responsible for administering client hardware and network systems, improving operational efficiency, and ensuring high system availability to support business continuity.