Help Desk Technician

Job Summary

We are seeking a skilled and customer-oriented Help Desk Technician to provide technical support for a company operating 100 to 120 workstations. This role is responsible for troubleshooting, diagnosing, and resolving hardware and software issues while providing excellent customer service to employees. The ideal candidate will have a strong understanding of computer systems, networks, and software applications, along with the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities

Technical Support

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or in person.
• Diagnose and troubleshoot issues related to hardware, software, peripherals, and network connectivity.
• Install, configure, and maintain computer hardware, software, and related peripherals.
• Assist in resolving printer, scanner, and other office equipment issues.

System Maintenance

• Monitor and maintain the performance of workstations to ensure optimal operation.
• Conduct regular software updates and security patches on all devices.
• Manage user accounts, permissions, and access to systems within Active Directory or similar platforms.
• Assist in implementing and maintaining company IT policies and security protocols.

Documentation & Reporting

• Maintain accurate records of support requests and resolutions using a ticketing system.
• Create and update technical documentation for common issues and solutions.
• Report recurring technical issues to the IT Manager and recommend solutions.

Collaboration & Communication

• Provide guidance and training to employees on IT systems and best practices.
• Collaborate with the IT Manager and other team members to improve IT processes and systems.
• Support onboarding of new employees by setting up workstations, accounts, and access.

Qualifications

Education & Certifications:

• High school diploma or equivalent (required).
• Associate or bachelor’s degree in information technology or a related field (preferred).
• Relevant certifications such as CompTIA A , Network , or Microsoft certifications (preferred).

Experience:

• Minimum of 2 years of experience in a help desk or technical support role.
• Hands-on experience with troubleshooting Windows and macOS operating systems.
• Knowledge of networking concepts such as TCP/IP, DNS, and DHCP.
• Experience with Active Directory, Office 365, and common enterprise software applications.

Skills:

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills with a focus on customer service.
• Ability to prioritize and manage multiple tasks simultaneously.
• Familiarity with remote support tools and ticketing systems.

Bonus Skills (not required):

• Updating company social media pages.
• Web-design
• Search Engine Optimization (SEO) skills.
• CPU hardware replacement
• Server knowledge

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 50 pounds at times.

Travel Requirements:

• This position will / may have travel requirements between Temecula, Hemet, and Paso Robles, CA.

Benefits:

• 401(k)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time off
• Holiday pay
• Aflac Insurance

AAP/EEO Statement

EOE/AA - M/F/Vet/Disability

Compensation: DOE $38,000 to $50,000 Annually - Depending on Experience.

Location: This is not a remote position. This is an in person, in office job.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.