Helpdesk Technician

True Homes - Monroe, NC

Part-time - Entry Level

Monroe, NC

Administrative and Support Services

About the position

The Helpdesk Technician I is responsible for providing helpdesk support and light network administration for end users. This role requires a foundational knowledge of computer and device hardware, proficiency in repair tools, and adherence to safety protocols. The technician will work closely with technology and operations staff to support IT solutions developed in-house or by third-party vendors.

Responsibilities

• Provides helpdesk support through monitoring, tracking, and resolving user requests received through the ETS helpdesk ticketing system to the end user's satisfaction
• Modifies configurations, utilities, software default settings, etc. for the local workstation
• Troubleshoots and diagnoses hardware and software malfunctions and resolves, repairs or reports repairs in a timely manner
• Collaborates with higher-level support technicians for complex repairs and when specialized knowledge or skills are required
• Manages warranty claims for defective hardware, liaising with vendors and manufacturers to obtain replacement parts or units
• Conducts routine maintenance tasks such as cleaning dust from inside computers, checking and securing connections, and updating firmware to prevent future hardware failures
• Documents internal procedures and makes updates as needed
• Assists with onboarding of new users and ensures that each workstation is set up with necessary equipment
• Installs, tests, troubleshoots and repairs workstations and peripheral devices including connectivity and configuration issues
• Creates users in Active Directory, Office 365 mailbox and assigns users and computers to proper groups in Active Directory
• Performs timely workstation hardware and software upgrades as required
• Performs other duties as needed or required

Requirements

• Associates degree in information systems, computer technology or related field required
• Two years of relevant experience preferred
• Ability to work occasional nights and weekends as required
• Valid driver's license and reliable personal transportation required for occasional travel within NC and SC
• Excellent attention to detail
• Strong communication skills, written and verbal
• Strong organizational skills
• Ability to work in a fast-paced environment
• Comply with all company policies and procedures