Helpdesk Technician

Truth Initiative•Washington, DC

1d•Hybrid

About The Position

The Helpdesk Technician is a highly motivated individual with a passion for providing exceptional support to end-users and a team of technology professionals. This position should be able to excel in managing multiple tasks simultaneously and thrive in a fast-paced IT environment. As the linchpin of our IT department, the Helpdesk Technician will be the primary point of contact for our staff, service providers, contractors, and other stakeholders, ensuring that every interaction is handled with the highest level of professionalism and efficiency.

Requirements

Minimum 2 years of hands-on experience in IT operations, help desk support, or IT service coordination.
Working knowledge of Windows and Mac OS environments.
Proficiency in Microsoft Office Suite and common IT management tools.
Basic understanding of IT concepts, networking fundamentals, and security best practices.
Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
Excellent communication and interpersonal skills.
Ability to work independently with strong time management skills.
Commitment to providing outstanding customer service.

Nice To Haves

An Associate's or Bachelor's degree in an IT-related field is preferred but not required.
CompTIA and/or Microsoft certifications are highly desirable.

Responsibilities

Respond promptly and professionally to incoming help desk requests via phone, email, or ticketing system.
Troubleshoot hardware, software, and peripheral issues; escalate complex problems to higher-level support as needed.
Install, configure, and maintain laptops, printers, A/V, and other IT equipment.
Deploy and update operating systems, software applications, MDM, RMM, and other security tools.
Set up and support audio/visual equipment for meetings.
Preprocess, prioritize, and assign incoming IT service requests to appropriate technicians based on category and availability.
Create and manage schedules for IT leadership and optimize technician assignments for efficiency.
Provide comprehensive administrative support to the IT team and perform related duties as assigned.
Manage the IT SharePoint resource page, SOPs, training materials, and knowledge base documentation.
Compile performance metrics, executive summaries, and regularly scheduled reports from IT management tools.
Assist in developing and updating IT policies and procedures.
Maintain accurate inventory records of hardware and software assets and coordinate annual audits.
Track software licenses to ensure compliance and optimize usage.
Monitor IT expenditures, reconcile purchase card statements, and track the IT budget; report variances to management.
Oversee vendor renewals, quotations, order requests, and invoice reviews.
Participate in the procurement and disposal of IT assets.