IT Helpdesk Support Technician

$21/hr W2

Location : Marysville, OH

Overview:

We are seeking a motivated and detail-oriented IT Helpdesk Support Technician to join our dynamic IT team. The ideal candidate will provide first-line technical support to end-users, assisting them with hardware and software issues, and ensuring efficient resolution of IT-related problems. Proficiency in ServiceNow and Active Directory is highly preferred.

Key Responsibilities:

• Provide Technical Support : Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ServiceNow ticketing system.
• Incident Management : Log, track, and manage incidents and service requests in ServiceNow, ensuring timely resolution and proper documentation.
• Active Directory Administration : Perform user account management in Active Directory, including password resets, account creations, deletions, and permissions management.
• Troubleshoot IT Issues : Diagnose and resolve hardware, software, and network-related issues for desktops, laptops, printers, and mobile devices.
• Software Installation and Configuration : Assist in installing, configuring, and maintaining software applications and updates.
• User Training and Support : Provide basic training to end-users on hardware and software usage, and IT best practices.
• Escalation : Escalate complex issues to higher-level support teams or IT specialists as necessary.
• Documentation : Maintain accurate and up-to-date documentation of technical procedures, solutions, and user guides.
• Asset Management : Assist with inventory management of IT assets and equipment.
• Collaborate with IT Team : Work closely with other IT team members to support various IT projects and initiatives.

Requirements:

Education : High school diploma or equivalent. An associate degree in Information Technology or a related field is preferred.

Experience : 1-2 years of experience in a helpdesk or technical support role.

Technical Skills :

• Proficiency with ServiceNow or similar IT service management tools.
• Experience with Active Directory administration.
• Strong knowledge of Windows and Mac OS operating systems.
• Familiarity with common office software applications (e.g., Microsoft Office Suite).
• Basic understanding of networking principles and troubleshooting.

Soft Skills :

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Strong customer service orientation with a friendly and professional demeanor.

Certifications : CompTIA A , ITIL Foundation, or other relevant certifications are a plus.