Help Desk Technician

Albuquerque•Albuquerque, NM

8d•Hybrid

About The Position

We are seeking a reliable, knowledgeable, and self-motivated team player who takes initiative, manages multiple priorities effectively, and consistently delivers high-quality work. This role provides first-level technical support to employees via phone, email, chat, and in-person assistance, troubleshooting and resolving hardware, software, network, connectivity, and application issues. The technician will install, configure, maintain, and troubleshoot various IT equipment, assist users with device connectivity, manage user accounts and security credentials, and support operating systems and business applications. Responsibilities also include managing printers, documenting and tracking support requests, supporting employee onboarding and offboarding, maintaining IT asset records, and coordinating equipment shipments. The role requires adherence to IT security policies, providing technical guidance to users, and assisting with IT projects and documentation. This is a full-time hourly position with typical hours of 40 per week, Monday through Friday, though extensions may be required.

Requirements

High school diploma or equivalent required
2-4 years of related experience in a help desk, technical support, desktop support, or similar IT role
Working knowledge of Windows operating systems, Microsoft 365, common business applications, and computer hardware
Strong troubleshooting and analytical skills
Excellent written and verbal communication skills
Strong customer service skills and the ability to work effectively with users of varying technical abilities
Ability to prioritize multiple requests and work effectively in a fast-paced environment
Ability to maintain confidentiality and handle sensitive information appropriately
Ability to lift, carry, or move IT-related equipment and materials weighing up to 40 pounds
Must pass a pre-employment screen, including drug and alcohol screen, background check, motor vehicle records check, reference check and physical (if applicable).
Current and valid driver’s license in the state of permanent residence (must be insurable by Jaynes automobile insurance carrier in order to drive a Jaynes vehicle).
Must be eligible per Fleet Safety Management policy to operate a company vehicle or a personal vehicle for company purposes.
Must be legally authorized to work in the United States and complete the federal Employment Eligibility Verification Form (I-9) and be entered into the federal E-Verify system.

Nice To Haves

Associate or bachelor's degree in Information Technology, Computer Science, or a related field a plus

Responsibilities

Provide first-level technical support to employees via phone, email, chat, and in-person assistance; troubleshoot and resolve hardware, software, network, connectivity, and application issues
Install, configure, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, projectors, peripherals, and other IT equipment, both locally and remotely
Assist users with connecting and configuring devices for Wi-Fi, email, printers, projectors, and other network resources
Create, update, and manage user accounts, passwords, access permissions, and security credentials in accordance with company policies
Support operating systems, business applications, productivity software, software installations, updates, patches, and routine system maintenance, including remote deployment and removal of software on Windows-based computers
Manage and maintain printers, including configuration, troubleshooting, and address book/email setup
Document, track, and manage support requests through the help desk ticketing system; route incoming calls and escalate complex or unresolved issues to appropriate IT personnel or external vendors
Support employee onboarding and offboarding, including equipment deployment, account setup, access changes, asset recovery, and equipment distribution
Maintain accurate IT asset records, equipment assignments, software licenses, configurations, loaned equipment, and maintenance/repair status within the asset management system
Coordinate the shipment, receipt, and distribution of computers, network hardware, and other IT equipment
Follow IT security policies and procedures, maintain confidentiality of information accessed or stored on company systems, and promptly report suspected security incidents
Provide users with basic technical guidance and training on applications, cybersecurity best practices, IT procedures, and approved technologies
Develop, update, and maintain technical documentation, knowledge-base articles, troubleshooting procedures, and IT procedure manuals
Assist with IT projects, system upgrades, hardware deployments, and other technology initiatives as assigned
Perform other duties and responsibilities as assigned