Help Desk Technician

Support Desk Technician Job Description

We are seeking a detail-oriented and customer-focused Support Desk Technician to join our growing IT team. As the first point of contact for technical inquiries, you will provide essential assistance to both internal employees and customers, ensuring technology functions seamlessly across the organization.

Key Responsibilities

• Technical Support: Serve as the primary contact for users seeking assistance via phone, email, chat, or in person.
• Troubleshooting: Diagnose and resolve hardware, software, and network connectivity issues through remote diagnostic tools and targeted questioning.
• Ticket Management: Log all service requests into the ticketing system, track progress, and ensure timely resolution according to predefined SLAs.
• Escalation: Identify complex technical problems that exceed Tier 1 capability and redirect them to the appropriate next-level support teams.
• User Training: Guide non-technical users through step-by-step problem-solving processes and assist in the onboarding of new technologies.
• Documentation: Maintain an accurate knowledge base by documenting recurring issues, solutions, and internal procedures for future reference.
• Maintenance: Perform routine tasks such as software updates, hardware imaging, and inventory management of IT assets.

Qualifications & Skills

• Experience: 1–2 years of experience in a help desk or customer support role is typically required.
• Technical Knowledge: Proficiency in Windows and macOS operating systems, Microsoft 365, Active Directory, and basic networking (TCP/IP).
• Communication: Exceptional verbal and written communication skills with the ability to explain complex technical concepts in simple terms.

Working Conditions

• Schedule: Mon – Fri, 10:00AM – 6:30 PM or 11:00 AM – 7:30 PM. Must have the ability to work flexible shifts, including occasional evenings, weekends, or on-call rotations.
• Physical Demands: Capacity to sit for extended periods and occasionally lift moderately heavy objects like computers and peripherals (up to 35 lbs).

Pay Range and Benefits: