Helpdesk Technician

UFP Technologies•Dover, NH

8h•Onsite

About The Position

The Helpdesk Technician provides frontline technical support to employees by diagnosing, troubleshooting, and resolving common hardware, software, account access, and connectivity issues. The role supports Windows 10 and Windows 11 workstations, Microsoft 365, Active Directory, office productivity applications, network connectivity, wireless access, printers, scanners, and Zebra label printers. The Technician manages and maintains the help desk ticket queue, documents incidents and service requests, communicates effectively with end users, and escalates issues to appropriate IT personnel when necessary. The position requires strong technical troubleshooting skills, attention to detail, a customer-focused approach, and the ability to prioritize and manage multiple requests in a fast-paced environment. This is a full-time, on-site position in Dover, New Hampshire. The position holder must live within commuting distance, stated as within 45 minutes.

Requirements

High school diploma or General Education Development (GED) certificate.
One to two years of experience in a help desk or desktop support role.
Hands-on experience supporting Windows 10 and Windows 11, including application installation, driver configuration, and basic operating system troubleshooting.
Working knowledge of Active Directory, including creating and modifying user accounts, managing group memberships, and assisting with account access issues.
Familiarity with Microsoft 365 applications and common end-user productivity tools.
Experience troubleshooting desktop hardware, peripherals, printers, and common software issues.
Basic understanding of networking concepts and protocols, including TCP/IP, DNS, and DHCP.
Basic understanding of wired and wireless networking, including Wi-Fi connectivity, network switches, routers, and wireless access points.
Experience in a customer service environment.

Nice To Haves

Familiarity with printer installation and configuration, network scanning, and Zebra label printers.
Experience using a ticketing system to track, document, prioritize, and manage support requests.
Familiarity with Adobe applications and other commonly used business software.
CompTIA A+, Network+, or Security+ certification; preferred but not required.

Responsibilities

Monitor, manage, and maintain the help desk ticket queue; acknowledge, prioritize, document, resolve, or escalate incidents and service requests in a timely manner.
Provide Tier 1 technical support for employee hardware, software, account access, and connectivity issues through in-person, telephone, email, and ticketing-system requests.
Troubleshoot common Windows 10 and Windows 11 operating system issues, including application errors, performance problems, configuration issues, and driver installations.
Support Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, and other supported business applications.
Create, modify, and maintain Active Directory user accounts, group memberships, and access permissions according to established procedures and security policies.
Assist users with password resets, account lockouts, login issues, and other authentication and access-related requests.
Install, configure, maintain, and troubleshoot desktop computers, peripherals, monitors, docking stations, and other end-user equipment.
Troubleshoot and support office and network printers, network scanning, and Zebra label printers, including connectivity, driver, configuration, and print-quality issues.
Diagnose basic wired and wireless network connectivity issues, including Wi-Fi access, IP configuration, DNS, DHCP, and network resource connectivity.
Install, configure, and troubleshoot desktop applications, including Microsoft Office, Adobe applications, and other approved business software.
Assist users with access to shared drives, network resources, printers, and other authorized business systems.
Document troubleshooting steps, resolutions, and relevant technical details in the ticketing system.
Identify issues requiring higher-level support and escalate them with clear documentation of troubleshooting performed and results observed.
Follow up with users as needed to confirm resolution and satisfaction, and close tickets according to established procedures.
Communicate technical information, troubleshooting steps, service updates, and resolutions clearly and professionally in a user-friendly manner.
Follow established IT procedures, security policies, and escalation guidelines when providing support or making system changes.
Perform other duties as assigned or needed.