IT Help Desk

Bill Alexander Ford Lincoln•Illinois City, IL

11h•Remote

About The Position

We are seeking a customer-focused and technically skilled IT Help Desk Technician to provide first-line technical support to end users. This role is responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction. The ideal candidate has strong problem-solving abilities, excellent communication skills, and a passion for delivering efficient IT support services.

Requirements

Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience)
1–3+ years of experience in IT support or help desk roles
Knowledge of Windows and macOS operating systems
Familiarity with Microsoft 365, Active Directory, and ticketing systems
Basic understanding of networking (TCP/IP, DNS, DHCP)
Strong troubleshooting and diagnostic skills
Excellent communication and customer service skills

Nice To Haves

IT certifications (CompTIA A+, Network+, Microsoft Certified, etc.)
Experience with remote support tools
Familiarity with ITIL framework or service management practices

Responsibilities

Provide first-level technical support via phone, email, chat, or ticketing system
Diagnose and resolve hardware, software, and network issues
Install, configure, and maintain desktops, laptops, printers, and mobile devices
Manage user accounts, permissions, and access (Active Directory, Office 365, etc.)
Escalate complex issues to higher-level IT support teams when necessary
Maintain accurate records of incidents, requests, and resolutions
Support system updates, patches, and routine maintenance
Assist with onboarding and offboarding of employees (account setup, device provisioning)
Ensure compliance with IT policies and security procedures