What are the responsibilities and job description for the IT Help Desk Technician position at nimble?
Why you’ll want to work at nimble!
This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience and visibility to Executive leadership. As an organization, we are in considerable growth mode through acquisition and with a laser focus on positive culture building.
We are seeking a dedicated and customer-focused Tier 1 Help Desk Technician to join our IT support team. The ideal candidate will provide first-line technical support for hardware, software, and network-related issues. As the initial point of contact for users seeking technical assistance, this position requires strong problem-solving skills, effective communication, and the ability to troubleshoot and resolve basic technical problems.
On a typical day, you will be:
- Provide first-level technical support via phone, email, and chat for employees or customers facing technical issues
- Diagnose and resolve common IT issues related to hardware, software, and network connectivity (e.g., login issues, software errors, printing problems)
- Document and track issues through a help desk ticketing system, ensuring accurate records of issues and resolutions
- Escalate unresolved issues to higher-tier support teams (Tier 2 or Tier 3) when necessary, while providing detailed information to assist in further troubleshooting
- Assist with software installation and setup on desktops, laptops, and mobile devices, ensuring configurations meet company standards
- Provide guidance and instruction to users on basic IT procedures, troubleshooting steps, and best practices
- Maintain an inventory of IT assets such as hardware, software, and peripherals
- Assist in setting up new users with accounts, systems, and equipment
- Follow standard operating procedures (SOPs) and maintain a professional and courteous demeanor when communicating with users
- Perform other duties as assigned by the Help Desk Manager or IT team
Who you are:
- Strong technical troubleshooting skills with the ability to diagnose and resolve common hardware and software issues
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP)
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systems
- Excellent communication skills – both verbal and written, with the ability to explain technical concepts to non-technical users
- Strong customer service skills, with a positive attitude and professional demeanor
- Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
- Ability to work well both independently and as part of a team
- Knowledge of FreshService ticketing systems is a plus
- Experience with SCCM and\or Intune a plus
