What are the responsibilities and job description for the IT Help Desk Technician position at MapleCraft Engineers?
Job Description
Job Description
Job Title : IT Help Desk Technician
Location : Remote
Reports To : IT Support Manager
Company : MapleCraft Engineers
About MapleCraft Engineers :
At MapleCraft Engineers, we combine the best in engineering, technology, and innovation to solve complex problems in civil engineering, construction, and architecture. We are committed to excellence in everything we do, with a focus on creating lasting, impactful solutions. Our team is passionate, collaborative, and eager to grow and were looking for someone to join us who shares that same passion.
Were seeking a Remote IT Help Desk Technician to be a vital part of our growing IT team. In this role, you will be responsible for supporting the day-to-day technical needs of our remote workforce, ensuring a seamless IT experience. If you're someone who enjoys problem-solving, thrives in a dynamic environment, and is eager to make a real difference in a tech-forward company, we want to hear from you!
Role Overview :
The IT Help Desk Technician will be the first line of support for our internal team members, providing exceptional assistance with hardware, software, and network issues. This remote position offers the chance to work with a diverse group of professionals, ensuring that our employees have the technical tools and support they need to excel in their roles. As a key member of the IT department, you will have the opportunity to grow your skills while contributing to the overall success of MapleCraft Engineers.
Key Responsibilities :
- Technical Support : Serve as the primary point of contact for employees needing technical assistance, providing troubleshooting, problem resolution, and guidance via phone, email, and remote desktop tools.
- Issue Resolution : Diagnose and resolve technical issues related to hardware, software, operating systems (Windows, macOS, Linux), and network connectivity. Escalate more complex issues to senior IT team members when needed.
- System Maintenance : Assist with software installations, upgrades, and patches, ensuring all systems are secure, up to date, and fully operational.
- Account Management : Manage user accounts and permissions across systems (Microsoft 365, Google Workspace, VPN, etc.) to ensure proper access and security.
- Remote Device Setup : Configure, deploy, and support a range of devices (laptops, desktops, printers, etc.) for remote employees, ensuring theyre ready for use out of the box.
- Technical Documentation : Maintain accurate records of technical issues, solutions, and requests in the IT ticketing system (e.g., Zendesk, Jira), and contribute to the knowledge base for self-service support.
- Collaboration : Work closely with other IT team members to monitor and improve the company's IT infrastructure, identifying opportunities for improvement in processes and systems.
- Training and Support : Provide basic training and guidance to employees on software applications, hardware usage, and troubleshooting techniques to empower them to resolve minor issues independently.
- Security Best Practices : Promote and ensure adherence to security policies and best practices, such as data encryption, password management, and multi-factor authentication, to keep company systems safe.
Desired Skills & Experience :
Why MapleCraft Engineers?
How to Apply :
Wed love to hear from you! Please submit your resume and a cover letter outlining your experience, technical skills, and why you would be a great fit for this role. At MapleCraft Engineers, we value diverse perspectives and are excited to find someone who will contribute to our continued success.
