What are the responsibilities and job description for the IT Help Desk Technician position at Norstar Manufacturing, LLC?
We are seeking a skilled and customer-focused IT Help Desk Technician to offer technical support and assistance to our users. As the first point of contact for users seeking technical assistance, you will troubleshoot and resolve hardware and software issues, ensuring seamless functionality across our systems.
Responsibilities:
- Provide prompt and effective technical support to users via phone, email, or in-person visits
- Respond to and resolve help desk tickets, escalating issues as needed, and ensuring a timely resolution to maintain high user satisfaction.
- Provide desktop and laptop support, including imaging and reimaging devices; coordinate the shipping, delivery, and return of IT equipment; and provide remote and on-site support.
- Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices
- Administer user accounts across different platforms, including account creation, password resets, MFA (two-factor authentication) management, disabling accounts, and archiving user data.
- Document events and problems, and their resolution in Tickets
- Follow up and update users’ status and information
- Pass on feedback or suggestions from users to the appropriate internal team
- Collaborate with Desktop Support Engineers to provide comprehensive support to customers
- Performs other duties as assigned
Requirements:
- High School Diploma or equivalent; Associate degree in the IT field preferred
- Bilingual (English/Spanish)
- 1-2 years proven experience as a help desk technician or other customer support role
- Tech-savvy with working knowledge of office automation products, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Experience with help desk software and remote-access systems
- Experience with M365
- Excellent communication and customer service skills
- IT certifications (e.g., CompTIA A , ITIL) preferred but not required
- Ability to work in a fast-paced environment and prioritize multiple tasks
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Salary : $17 - $19
