IT Help Desk Technician

We’re looking for an IT Help Desk Technician who enjoys solving problems, supporting people, and making technology work better. In this role, you’ll be a key point of contact for employees who need technical assistance while helping maintain and improve the company’s hardware, software, network, telecommunications, and IT systems.

If you’re someone who combines strong technical skills with patience, curiosity, urgency, and a genuine commitment to customer service, we’d love to hear from you.

What You’ll Do

As an IT Help Desk Technician, you’ll help ensure our employees have the technology, tools, and support they need to do their best work.

• Serve as the first point of contact for IT requests involving hardware, software, virtual systems, licensing, applications, and end-user technology.
• Investigate problems, identify root causes, evaluate solutions, test fixes, implement resolutions, and document the results.
• Triage requests through various support channels and maintain accurate, thorough ticket documentation.
• Escalate issues appropriately and follow established Service Level Agreements (SLAs).

• Provide technical support for Windows and Mac operating systems including administering and supporting Active Directory, user accounts, permissions, and mobile devices.
• Set up, configure, deploy, maintain, and troubleshoot computers and other technology equipment.
• Support printers, peripherals, network workstations, laptops, PCs, phones, and other connected devices.
• Assist with VoIP telecommunications, voicemail, and related systems.
• Maintain accurate hardware inventory, including installed and spare equipment.
• Assist with software licensing and organizational/site license management.

• Assist with maintaining and enhancing network infrastructure, including routers, cabling, workstations, and connected devices.
• Support backup, restore, and disaster recovery preparedness.
• Assist with cybersecurity initiatives, host security, file permissions, system integrity, and user access management.
• Help develop and improve IT workflows, policies, procedures, and services.
• Contribute to the IT knowledge base and documentation.
• Help identify opportunities to improve efficiency, reliability, and the employee technology experience.
• Assist with maintaining and updating company websites and web applications.
• Help evaluate and recommend computers, network hardware, software, and peripheral equipment.

• Provide technical training and instruction to employees on operating systems, applications, databases, and other technology.
• Communicate maintenance requirements and potential system availability impacts in a timely manner.
• Observance and adherence to the DMP Classification Standard.

What We’re Looking For

We’re looking for someone who is technically capable, service-oriented, dependable, and eager to learn.

Qualifications

• Bachelor’s degree in Computer Information Systems or a related field, or an equivalent combination of education, training, and experience.
• At least two years of experience in IT support or a related field.
• Working knowledge of network concepts, technologies, techniques, and principles.
• Strong experience with:
  • Windows and Mac operating systems
  • Active Directory
  • Microsoft Office and related productivity applications
  • iOS and Android mobile device management
  • User and account administration
  • Computer and equipment setup and deployment
  • Printers and peripheral equipment
  • VoIP telecommunications
• Ability to install, configure, maintain, and troubleshoot computers, networks, hardware, and software.
• Ability to learn and support new systems, applications, and technologies.
• Demonstrate a sense of urgency to complete the task at hand.
• Ability to keep information in confidence.
• Ability to provide technical training to new users.
• Ability to identify and resolve computer system malfunctions and operational problems
• Excellent communications skills including
  • Composure and confidence
  • Seeks prompt feedback to ensure accurate communications
  • Active listening to input from customer/user/staff/peer.
  • Communicate in a solution-oriented fashion
  • Accept and benefit from constructive criticism.
  • Ability to communicate technical information to non-technical personnel

Why Join Us?

Every day, you’ll have an opportunity to solve problems, improve processes, introduce better technology, protect company information, and make the employee experience better. You’ll work across a broad range of technologies, giving you the opportunity to continue developing your technical skills while making a meaningful impact across the organization.

If you’re someone who combines strong technical skills with patience, curiosity, urgency, and a genuine commitment to customer service, we’d love to hear from you.

EOE/Vet/Disabled