Help Desk Technician

About This Role

This Help Desk Technician role provides daily support to employees using software, hardware, or other computer systems, assisting them with tasks and troubleshooting problems through diagnostic tests and remote access. The role also coordinates PC hardware, software, and peripheral installations and upgrades, and supports telephony, operational activities, and other technologies as directed. It suits a customer-oriented individual with sufficient technical knowledge and effective communication skills to understand problems and explain solutions.

Responsibilities

• Provide phone and helpdesk support for local and off-site employees
• Diagnose system errors and other issues
• Follow up with employees to ensure issues are resolved
• Assist with the onboarding and training of new employees
• Set up new employee accounts and delete terminated employee accounts
• Manage helpdesk tickets in a timely manner
• Utilize ticket tracking system to document all support incidents
• Assist with maintaining inventory of hardware, software, and support assets
• Assist employees with PCs, mobile devices, printers, and related equipment (monitor, keyboard, mouse, hard drives, etc.)
• Support software applications, including troubleshooting programs, testing, and applying new software releases
• Meet SLAs, KPIs, and Metrics as defined
• Perform other duties as assigned

Requirements

• Minimum of 2 years’ experience in Information Technology, specifically in user support for hardware/software problems
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and solve basic technical issues
• Great attention to detail and excellent verbal and written communication skills
• Motivated, organized, and able to work well under pressure
• Able to work well without direct supervision
• Strong sense of urgency and ability to prioritize
• Ability to lift up to 50lbs

Strong Background In:

• Microsoft Active Directory
• Active Directory User Management
• Group Policy Management
• NTFS Permissions
• Office 365 and Azure cloud services
• Intune Management
• Conditional Access Policies
• Privileged Identity Management
• Office 2010 and above
• A basic understanding of Cybersecurity technologies (MFA, DUO, MDM, etc.)

Benefits

• Medical
• Dental
• Vision
• Health Savings Account