Help Desk Technician

About This Role

The Help Desk Technician will be the first point of contact for clients, primarily resolving technical problems over the phone using remote support tools. This role suits someone who enjoys helping others, is comfortable in an active phone queue, and can troubleshoot issues while providing a calm, friendly, and professional experience.

Responsibilities

• Answer incoming technical support calls as your primary daily responsibility
• Troubleshoot and resolve client issues over the phone using remote support tools
• Support Windows desktops and laptops, Microsoft 365, email, printers, software, and network connectivity
• Ask clear questions, explain troubleshooting steps, and help clients feel comfortable
• Create and maintain accurate support tickets, including troubleshooting performance, resolutions, and time entries
• Follow through on unresolved issues and provide timely updates to clients
• Escalate complex issues with clear documentation while maintaining ownership of client communications
• Coordinate with teammates to maintain reliable phone coverage and responsive client support
• Assist with other technical and client support responsibilities as business needs require
• Adapt to changing priorities and assist with other technical and client-support responsibilities as business needs require

Requirements

• 2 to 5 years of experience with end-user, Helpdesk, or desktop support in a professional IT environment
• Comfort with answering frequent incoming calls and providing technical support throughout the workday
• Strong troubleshooting skills and the ability to guide users through solutions over the phone
• Flexibility to adjust to new tasks, changing priorities, and evolving client or company needs
• Strong interpersonal and customer-service skills with the ability to interact professionally and positively with clients, coworkers, and leadership
• Self-motivated with the ability to work independently, exercise sound judgment, and collaborate effectively as part of a team
• Professional appearance and demeanor appropriate for a client-facing position
• Ability to remain composed under pressure, prioritize competing requests, and respond efficiently to time-sensitive client needs
• Valid driver's license, clean driving record, and reliable transportation
• Ability to successfully complete required background screening

Nice to have:

• Experience troubleshooting and supporting Mac devices

Benefits

• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Covered parking