Information Technology Helpdesk Technician

CTI•Columbia, MO

About The Position

Are you someone who enjoys helping others, solving problems, and learning new technology skills? We’re looking for a Help Desk Technician to join our IT team as the first point of contact for employees needing technical support. This role is perfect for someone with strong customer service skills and a passion for technology who wants to grow in the IT field. As a Help Desk Technician, you will assist with day-to-day troubleshooting, support onboarding and offboarding tasks, and help keep our systems running smoothly. You’ll interact with staff across the company, provide clear and friendly guidance, and escalate issues when needed. If you’re dependable, detail-oriented, and eager to learn, we’d love to meet you.

Requirements

High school diploma or equivalent
Minimum of one (1) year of IT support experience
Basic understanding of computer systems, hardware, software, and networks
Strong customer service and communication skills
Ability to explain technical information in simple, clear language
Good time management and task prioritization skills
Proficiency with Microsoft Office Suite or equivalent tools

Nice To Haves

Associate degree in IT or related field
CompTIA A+, Network+, or similar certification
Experience with ticketing systems, Windows OS, and Active Directory
Previous customer service experience

Responsibilities

Serve as the first point of contact for users via phone, email, or ticketing system
Troubleshoot and resolve hardware, software, and network issues
Provide step-by-step guidance to users for common technical tasks
Support new hire onboarding, including workstation setup and account creation
Assist with offboarding tasks, such as collecting equipment and disabling accounts
Escalate more complex issues to senior IT staff as needed
Install, configure, and update desktops, laptops, and peripheral devices
Perform routine workstation maintenance and basic hardware repairs
Install approved software and apply necessary updates
Ensure workstations meet company security and configuration standards
Maintain accurate inventory of IT equipment including laptops, monitors, and peripherals
Track and prioritize help desk tickets to meet established service timelines
Document issues, troubleshooting steps, and resolutions clearly and accurately
Identify recurring problems and contribute to user guides and documentation
Assist with maintaining IT knowledge base articles
Support account management including password resets and MFA assistance
Assist with network troubleshooting (connectivity checks, cable tracing, Wi-Fi support)
Monitor system alerts and notify senior IT staff of potential issues
Follow established IT policies, procedures, and security standards
Work closely with System Administrators and other IT team members on support tasks and projects
Maintain friendly and effective communication with users to ensure a positive support experience
Support departmental initiatives and take on additional tasks as assigned