IT Helpdesk Technician
About The Position
The IT Helpdesk Technician plays a critical role in ensuring the smooth operation of an organization's IT infrastructure by providing first-level technical support to end-users. This position is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues promptly to minimize downtime and maintain productivity. This includes the organizations computers, servers, networking equipment, firewalls, operation technology, and IoT. The technician serves as the initial point of contact as well as the front line for IT-related inquiries, guiding users through problem resolution and escalating complex issues to higher-level support when necessary. By maintaining detailed records of support requests and their ultimate solutions, the technician contributes to continuous improvement of IT by ways of automation and process documentation.
Requirements
- High school diploma or equivalent.
- Above-average understanding of computer hardware, operating systems (Windows, macOS, and Linux), and common software applications such as Microsoft 365.
- 2+ year’s experience with troubleshooting and resolving technical issues in a helpdesk or customer support environment.
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- Familiarity with ticketing systems and remote support tools.
- Familiarity with networking computer systems.
- Valid driver’s license due to frequent travel between locations.
Nice To Haves
- Associate degree or certification in Information Technology, Computer Science, or related field.
- CompTIA A+ certification or equivalent technical certification.
- Knowledge of Cisco CCNA or CompTIA Network+
- Experience supporting network services (DNS, DHCP, RADIUS).
- Knowledge of Active Directory and Microsoft Office 365 administration.
- Familiarity with automation and scripting tools.
Responsibilities
- Respond promptly to incoming helpdesk requests via phone, email, or ticketing system, providing courteous and professional support. Occasionally this work will be performed outside of normal business hours or during the weekend.
- Diagnose and resolve technical hardware and software issues, including operating systems, applications, printers, and network connectivity.
- Install and maintain computer software installations.
- Manage Microsoft Exchange Online, SharePoint, and Azure cloud services.
- Correct issues with printers, handheld computers, and other mobile devices.
- Assist with the design, implementation, and support of enterprise network designs.
- Manage and maintain unified communications platforms such as Microsoft Teams and Cisco Unified Communications solutions.
- Troubleshoot and assist with the implementation of OT and IoT solutions.
- Assist with systems implementations.
- Assist with user account management tasks such as creating and disabling user accounts, password resets, and access permissions.
- Document all support activities, troubleshooting steps, and resolutions accurately in the helpdesk system.
- Escalate unresolved or complex technical problems to senior IT staff or specialized teams following established procedures.
- Maintain and update IT knowledge base articles to assist users and improve support efficiency.
- Participate in IT projects and initiatives as assigned, contributing to system upgrades and deployments.
- Report and assist with potential and confirmed security incidents.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
