Help Desk Technician

Job Summary:

The Help Desk Technician serves as the first point of contact for IT support, assisting employees with hardware, software, and network-related issues. This role requires strong troubleshooting skills, excellent customer service, and the ability to work both independently and as part of a team. The position follows a second shift schedule for IT support coverage, Monday-Thursday 10am-9pm. This position also requires in-office attendance.

Key Responsibilities:

Respond to and resolve IT support tickets via phone, email, Microsoft Teams, and in-person.
Diagnose and troubleshoot hardware, software, and network-related issues.
Install, configure, and maintain computer systems, peripherals, and mobile devices.
Assist with employee onboarding and offboarding, including workstation setup and software installation.
Document support requests, resolutions, and troubleshooting steps in the ticketing system.
Support IT team projects, system updates, and process improvements.
Provide guidance to employees on IT best practices and security policies.
Escalate complex technical issues to senior IT staff as needed.

Qualifications & Skills:

Associate’s or Bachelor’s degree in IT, Computer Science, or a related field preferred (or equivalent experience).
1-2+ years experience in an IT support or help desk role preferred.
Proficiency with Windows 10 & 11 and troubleshooting.
Familiarity with NinjaOne, Microsoft Dynamics GP, Azure, Office 365, and iOS devices is preferred.
Basic networking knowledge (IP addressing, Wi-Fi troubleshooting, VPN setup).
Experience with IT ticketing systems preferred.
Strong problem-solving and critical-thinking abilities.
Excellent verbal and written communication skills.
Patience and ability to assist users with varying technical expertise.
Strong attention to detail and ability to multi-task.
Strong customer service skills.