Help Desk Technician (Local Candidates Only)
About The Position
This role serves as the first point of contact for end users, providing technical assistance via phone, email, and the company help desk system. The Help Desk Technician will create and manage support tickets, document resolutions, and assess the level of support required for each request with guidance from the ICT Team. The position involves delivering prompt, courteous support for issues that can be resolved without escalation by analyzing problems and implementing corrective actions. This includes providing remote and on-site support for computer, network, application, and telephone-related issues, as well as performing hardware and software installations, configurations, and updates. The Help Desk Technician will act as a liaison between staff and the IT department, ensuring clear communication and timely follow-up on Help Desk requests until resolution. A strong understanding of AGNE’s processes and procedures is necessary to provide effective company-wide support. The role also requires translating technical concepts and specifications into clear, non-technical language for end users and performing other duties as assigned to support the IT department and organizational goals.
Requirements
- Proficient in diagnosing, maintaining, and repairing computer hardware and peripheral devices, including printers and handhelds.
- Solid understanding of TCP/IP networking fundamentals.
- Intermediate to advanced knowledge of commonly used office productivity applications, particularly Microsoft 365.
- Ability and willingness to learn and support the company’s ERP system, mission‑critical applications, and remote monitoring and management tools such as NinjaOne.
- Strong active listening abilities and excellent verbal and written communication skills, with a focus on clear, user-friendly support.
- An optimistic outlook, the belief that all IT problems can be solved, and the determination to see an issue through to resolution.
Nice To Haves
- CompTIA A+ certification
- Mobile devise configuration (e.g., Smart Phones, Tablet, etc.)
- VOIP telephone support
- iSeries/AS400 system support
Responsibilities
- Serve as the first point of contact for end users, providing technical assistance via phone, email, and the company help desk system; create and manage support tickets and document resolutions.
- Assess the level of support required for each request, with guidance from the ICT Team.
- Provide prompt, courteous support for issues that can be resolved without escalation by analyzing problems and implementing corrective actions.
- Deliver remote and on-site support for computer, network, application, and telephone-related issues.
- Perform hardware and software installations, configurations, and updates.
- Act as a liaison between staff and the IT department, ensuring clear communication and timely follow-up on Help Desk requests until resolution.
- Develop a strong understanding of AGNE’s processes and procedures to provide effective company-wide support.
- Translate technical concepts and specifications into clear, non-technical language for end users.
- Perform other duties as assigned to support the IT department and organizational goals.
Benefits
- Medical/dental/vision insurance
- Health savings account with employer contribution
- 401K match
- Profit sharing program
- Flexible spending account
- Life and AD&D insurance
- Tuition reimbursement
- Employee purchase program
- Employee assistance program
- Paid time off
- Vacation time off
- Paid holidays/personal/sick days
- Computer purchase program
- Volunteerism policy
- Well-being program with incentives
- Verizon cell phone discount
- Committee Participation
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
