IT Help Desk Technician

Position Summary:

The IT Help Desk Technician provides technical support and assistance to end-users regarding hardware, software, and network-related issues. This role involves troubleshooting problems, providing solutions, and ensuring a high level of customer satisfaction. The IT Help Desk Technician is the first point of contact for all IT-related inquiries and works under the guidance of the IT Management to maintain the efficient operation of the IT support function.

Key Responsibilities:

• Technical Support:
• Respond to requests for technical assistance via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues.
• Guide users through step-by-step solutions and provide remote support as necessary.
• Install, configure, and maintain computer systems and peripherals.
• User Assistance:
• Assist users with software applications, operating systems, and basic network issues.
• Provide training and guidance to end-users on software applications and best practices.
• Create and maintain user accounts and permissions in various systems.
• Incident Management:
• Record and track all incidents and service requests in the ticketing system.
• Prioritize and manage multiple open cases at one time.
• Escalate unresolved issues to appropriate technical teams or senior staff.
• Follow up with users to ensure issues are resolved satisfactorily.
• Documentation:
• Document all support activities, resolutions, and updates in the ticketing system.
• Maintain up-to-date technical documentation and user guides.
• Contribute to the creation of a knowledge base for common issues and solutions.
• System Maintenance:
• Perform routine maintenance on IT systems, including updates and patches.
• Assist with the deployment of new hardware and software.
• Conduct regular system checks to ensure optimal performance.
• Professional Development:
• Stay current with new technologies, trends, and best practices in IT support.
• Participate in training sessions and workshops to enhance skills and knowledge.

Qualifications:

• Education:
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., CompTIA A , Microsoft Certified IT Professional) are a plus.
• Experience:
• 0-2 years of experience in an IT support role or similar position.
• Experience with Windows operating systems and Microsoft office Suite.
• Skills:
• Excellent problem-solving and troubleshooting abilities.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Good organizational skills and attention to detail.
• Technical Knowledge:
• Basic understanding of networking concepts and protocols.
• Knowledge of IT support tools and ticketing systems.
• Familiarity with remote support tools and techniques.

Work Environment:

• Office environment with occasional requirements to assist users in different departments.
• May require occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Retirement plan
• Paid time off

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $42,000 - $52,000