Help Desk Technician

Smithville Communications•Ellettsville, IN

20d•Onsite

About The Position

Reporting to the Director of Information Technology, the Help Desk Technician provides technology support to Smithville team members, helping ensure they have the hardware, software, and knowledge needed to work effectively and securely. This is an on-site role with an approximate workload split of 50% user support and education, 20% workstation imaging and maintenance, 15% computer upgrades, deployments, licensing, and end-user setup, 10% research, and 5% other assigned duties. The technician owns the full lifecycle of end-user computing devices, from configuration and deployment through maintenance and decommissioning, and contributes to internal practices and policy recommendations that keep systems current and protected. The role also involves planning and prioritizing requests from multiple channels, making decisions about software updates and equipment purchases or upgrades, and collaborating with vendors on specialized projects. Travel to other company facilities up to a few times per week is required for on-site support, workstation setups, and equipment moves.

Requirements

High school diploma or equivalent.
Solid working knowledge of Windows operating systems, including configuration and troubleshooting.
Familiarity with basic network infrastructure and Active Directory (AD).
Understanding of the Open Systems Interconnection (OSI) model.
Customer service experience and a genuine commitment to helping others.
Strong time management skills and the ability to prioritize competing demands.
Ability to learn quickly, adapt to new environments, and apply knowledge to unfamiliar problems.
Proficiency with Microsoft Office Suite.
Excellent written and verbal communication skills.
Strong attention to detail and a methodical, analytical approach to problem-solving.
Good project management skills and ability to work to deadlines.
Valid driver's license and a safe driving record.

Nice To Haves

Associate’s degree in a technical field.
2+ years of experience with hardware installation and troubleshooting, file encryption, software installation and licensing, software troubleshooting techniques, and basic network fundamentals.

Responsibilities

Provide direct user support by troubleshooting hardware and software issues and guiding team members to solutions.
Educate users by demonstrating how to use company tools and technologies effectively.
Create, update, and maintain workstation images.
Manage computer upgrades and deployments, software licensing, end-user desk setups, and equipment moves.
Research security issues, solutions to common problems, and new hardware and software releases.
Support additional initiatives and projects as assigned.
Plan and prioritize incoming requests from multiple channels.
Make informed decisions about software updates, equipment purchases, and upgrades.
Collaborate with vendors on specialized projects.
Manage end-user computing devices throughout their lifecycle, from configuration and deployment to maintenance and decommissioning.
Travel to other company facilities for on-site support and workstation setups and moves.