Help Desk Technician

About This Role

Diagnosing hardware and software problems, responding to support requests, maintaining accurate service records, and helping users resolve everyday IT issues are the core tasks of this customer-focused Help Desk Technician role. The technician provides technical assistance to business clients and end users, offering remote support and visiting client locations when hands-on assistance is required. The ideal candidate is patient, organized, and comfortable explaining technical solutions to people with different levels of computer experience.

Responsibilities

• Respond to help desk requests submitted through phone, email, and ticketing systems
• Diagnose and resolve common computer, software, printer, and connectivity issues
• Install, configure, and maintain desktop computers, laptops, peripherals, and business applications
• Assist users with Windows operating systems, Microsoft 365, email, and account access
• Troubleshoot basic network issues involving Wi-Fi, routers, switches, and VPN connections
• Create, update, and close support tickets with clear descriptions of issues and resolutions
• Escalate complex technical problems to senior technicians or system administrators
• Assist with new employee onboarding, workstation setup, and account configuration
• Follow established procedures for password resets, user permissions, and security-related requests
• Help maintain IT equipment inventories and technical documentation
• Provide remote support and on-site assistance at client locations as needed
• Deliver professional customer service and communicate progress clearly to users

Requirements

• Basic knowledge of computer hardware, software, and Windows operating systems
• Strong troubleshooting and problem-solving abilities
• Familiarity with Microsoft Office applications and Microsoft 365
• Understanding of basic networking concepts, including TCP/IP, DNS, and Wi-Fi
• Clear written and verbal communication skills
• Strong customer service, organization, and time-management skills
• Ability to document technical issues accurately and manage multiple support requests
• Ability to work independently while collaborating with other IT professionals

Nice to have:

• Previous experience in a help desk, desktop support, technical support, or IT service role
• Associate degree, technical diploma, or relevant coursework in Information Technology or a related field
• CompTIA A+, Network+, Microsoft, or other relevant IT certifications
• Familiarity with remote support tools and service desk ticketing platforms
• Experience supporting small and midsize business environments or managed service providers