Help Desk Technician

About the position

We are seeking a Help Desk Technician to work onsite in the City of Pittsburgh. This is a contract-to-hire opportunity with a growing IT department.

Responsibilities

• Provide first-level technical support for Windows laptops, software, printers, and network connectivity.
• Diagnose and resolve hardware/software issues, escalating complex problems as needed.
• Assist with password resets, multi-factor authentication (MFA), and security best practices.
• Troubleshoot VPN, remote desktop, and mobile device connectivity.
• Manage user accounts in Active Directory, Microsoft 365, and other enterprise applications.
• Deploy and manage applications using PC imaging and app deployment software.
• Support mobile device management (MDM) solutions.
• Perform software installations, updates, and patch management.
• Track and manage IT inventory (laptops, desktops, peripherals, software licenses).
• Maintain IT documentation, troubleshooting guides, and knowledge base articles.
• Assist with backup and data recovery processes.
• Ensure compliance with software licensing and IT security policies.
• Provide end-user training on IT best practices and common troubleshooting steps.
• Collaborate with IT team to resolve issues and improve IT operations.
• Support IT onboarding/offboarding, including equipment setup and account deactivation.

Requirements

• 3-5 years of experience in an IT help desk or technical support role.
• Strong knowledge of Windows operating systems and troubleshooting Windows-based environments.
• Experience with Microsoft 365 administration, including user management and email support.
• Hands-on experience with Active Directory (AD) for user and group management.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Excellent customer service skills and ability to communicate technical concepts to non-technical users.
• Strong problem-solving and multitasking abilities.
• Detail oriented

Nice-to-haves

• IT related Certifications such as CompTIA A+, CompTIA Security +
• Experience with PowerShell scripting for automation
• Familiarity with PC imaging software
• Experience with app deployment solutions and MDM platforms.
• Knowledge of IT security best practices and endpoint protection tools.