IT Helpdesk

Position Summary

The IT Help Desk Support Technician serves as the first point of contact for employees requiring technical assistance. This role is responsible for providing timely Tier 1 technical support by troubleshooting hardware, software, network, and user-related issues while delivering excellent customer service. The technician documents and tracks requests through the help desk ticketing system, resolves issues whenever possible, and escalates more complex problems as needed. This position reports to the Help Desk Supervisor and receives moderate supervision with ongoing training and development opportunities.

Essential Duties and Responsibilities

• Serve as the first point of contact for all Tier 1 IT support requests submitted through the help desk ticketing system.
• Prioritize, document, and manage support tickets according to urgency and business impact.
• Provide technical support for computer hardware, software, printers, mobile devices, and peripheral equipment.
• Respond to support requests in person, by phone, email, or through the ticketing system.
• Install, configure, troubleshoot, repair, and upgrade desktop and laptop computers, operating systems, and software applications.
• Diagnose and resolve hardware, software, network, and connectivity issues, escalating more complex problems when appropriate.
• Configure and install computer peripherals, including monitors, printers, scanners, and other devices.
• Perform routine computer maintenance, including operating system updates, malware and virus removal, system cleanup, and performance optimization.
• Assist with user account setup, password resets, and access-related issues.
• Maintain accurate documentation of all work performed, including ticket updates, resolutions, and daily activity logs.
• Develop and maintain user documentation, training materials, and knowledge base articles.
• Provide basic computer training and guidance to employees on software applications and IT best practices.
• Monitor recurring technical issues and communicate trends or recommendations for long-term improvements.
• Follow up with users to verify issues have been fully resolved and ensure a positive support experience.
• Assist with office technology projects, equipment deployments, inventory management, and other IT-related initiatives.
• Perform general administrative and office tasks as assigned.
• Complete other duties and special projects as assigned.

Knowledge, Skills, and Qualifications

• Strong troubleshooting skills with Windows operating systems, desktop and laptop hardware, software installation, and peripheral devices.
• Basic understanding of networking concepts, including LAN, WAN, TCP/IP, and wireless networking.
• Experience with malware detection, virus removal, operating system maintenance, and hardware upgrades.
• Ability to diagnose technical issues, identify root causes, and resolve problems efficiently.
• Excellent customer service and interpersonal skills with the ability to communicate technical information to non-technical users.
• Strong organizational skills with the ability to prioritize multiple requests and meet deadlines in a fast-paced environment.
• Ability to maintain accurate documentation and detailed service records.
• Ability to work independently while collaborating effectively with the IT team.
• Demonstrates professionalism, integrity, and the ability to maintain confidentiality.
• Willingness to learn new technologies and adapt to changing business needs.
• Additional responsibilities may be assigned as business needs require.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of IT Help Desk or Desktop Support experience preferred.
• Experience supporting Windows environments, Microsoft Office applications, Active Directory, and common business hardware.
• Experience with help desk ticketing systems.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified certifications are preferred but not required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee must be able to lift and/or move items over 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

AAP/EEO STATEMENT: All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employment is contingent upon passing a background check and a drug screen.

** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice **