What are the responsibilities and job description for the IT Help Desk Technician position at TITAN Metal Fabricators?
Job Purpose :
The IT Help Desk and Technician provides essential technical support to end-users, ensuring smooth and efficient operation of IT systems. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues in a Windows-based environment. With a focus on both in-person and remote support, the technician addresses user needs through effective problem-solving, system maintenance, and account management while operating within a help desk ticketing system to document and track issues. This position also requires a commitment to maintaining secure, reliable access for all employees, fostering a responsive support environment, and enhancing overall productivity.
General Job Duties :
Handle technical support requests, resolve common hardware and software issues, and escalate complex problems as needed.
Troubleshoot issues in Windows environments, including OS errors, software malfunctions, and system updates. Have a solid understanding of Windows Server, Active Directory, and Group Policy.
Install, configure, and maintain desktops, laptops, and peripherals (printers, scanners, etc.). Ensure systems are operational and up-to-date.
Manage user accounts in Active Directory, Microsoft 365, and other systems, including account setup, password resets, and permissions management.
Assist remote employees with connecting to company resources via VPN, troubleshoot connection issues, and configure secure remote access settings.
Operate within a ticketing system (like ServiceNow, Zendesk, or BMS) to prioritize, document, and resolve user issues efficiently.
Install software and OS updates on user devices, maintain compliance with licensing, and coordinate scheduled maintenance to minimize downtime.
Assist users with understanding company IT policies, best practices, and basic troubleshooting, ensuring end-users feel supported in their tech usage.
Diagnose and resolve network issues (e.g., connectivity, IP conflicts, DNS), working within the IT team as needed for complex networking concerns.
Maintain up-to-date documentation for common procedures, device configurations, and issue resolutions to streamline support for future incidents.
Skills / Qualifications :
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.
Strong troubleshooting and problem-solving skills.
Fundamental knowledge of networking principles, systems integration, and IT security protocols.
Strong communication and follow-up skills.
Strong sense of discretion and confidentiality required.
Ability to train non-technical users in the use of new software for a variety of uses.
Education & Experience :
Bachelor’s Degree in computer science or a related field is preferred.
2 years’ experience in a help desk or IT technician role.
Highly proficient in Windows OS, Windows server, MS Office and familiar with Office 365.
