Full-time Help Desk Technician

The Help Desk Technician provides first-line technical support to end-users for hardware, software, and network issues. This role is responsible for responding to service requests, troubleshooting problems, and escalating complex issues to higher-level IT staff when necessary. The technician ensures timely resolution of technical issues to minimize downtime and maintain business continuity.

Essential Job Functions

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system.
• Provide support for desktops, laptops, mobile devices, printers, and other peripherals.
• Troubleshoot and resolve issues related to operating systems, applications, and basic network connectivity.
• Log, track, and update all support requests in the ticketing system with accurate details.
• Reset passwords, configure user accounts, and provide basic user administration.
• Escalate unresolved or complex issues to other support technicians or IT management.
• Assist with the setup and deployment of new hardware and software.
• Provide excellent customer service and maintain a professional demeanor when working with staff at all levels.
• Follow standard operating procedures (SOPs), security protocols, and compliance requirements.
• Document solutions to common problems for knowledge base and training purposes.

Knowledge and Critical Skills

• Be able to make independent decisions and follow instructions.
• Strong communication and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Customer-focused mindset with patience and professionalism.
• Communicate effectively in a manner that is sufficient for effective communication with supervisors, team members, prospects, residents, and families.
• Knowledge/proficiency of Microsoft Office 365 Suite.

Education and Experience

• High school diploma or equivalent required; associate's degree in IT or related field preferred.
• 1-2 years of experience in a help desk, desktop support, or customer service role.
• Basic knowledge of Windows/Mac operating systems, Microsoft Office 365 Suite, and common business applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira) a plus.
• Understanding basic networking concepts (IP, DNS, DHCP).

Supervisory Responsibility

This position does/does not have any direct reports or supervisory requirements.

Working Conditions and Physical Demands

Physical Requirements - The Physical activities of this position involve:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 25 lbs. for hardware setup and moves.
• Ability to move throughout the office

Cognitive Requirements - The Cognitive activities with or without prosthetics of this position are:

• Executes tasks independently
• Communicate in a manner that is sufficient for effective communication with supervisors and team members.
• Ability to express yourself clearly and effectively
• Proficient computer literacy

Environmental Requirements - An individual in this position may be exposed to:

• Ambient room temperatures, lighting and traditional office equipment as found in a typical office environment

Other Requirements -

• Able to work flexible hours as needed

Platinum Service®

Platinum Service® is characterized by a high level of responsiveness delivered in a flawless, timely and caring way. Employees commit to providing courteous, responsive, and quality service to our residents by following the principles of our Platinum Service® program.