Help Desk Technician

The Help Desk Technician is responsible for providing first-level technical support to employees and assisting with the maintenance of the company’s IT environment. This role troubleshoots hardware, software, network, and user access issues, manages support requests, and ensures timely and effective resolution of technical problems. The position also supports IT equipment management, employee onboarding and offboarding, and basic system administration., * Provide first-level technical support through phone, email, chat, and in-person requests

• Troubleshoot and resolve hardware, software, printer, network, and account-related issues
• Install, configure, and maintain computers, peripherals, and approved software applications
• Create, update, and manage support tickets using a ticketing system
• Assist users with password resets, account access, and basic system administration
• Set up workstations and deploy IT equipment for new employee onboarding and offboarding
• Document technical issues, resolutions, and troubleshooting procedures
• Escalate complex technical issues to senior IT staff when necessary
• Maintain accurate inventory records of IT equipment and assets
• Follow IT security policies and promote cybersecurity best practices among users
• Perform other duties as assigned by management

[ Working Hours / Working Style ]

Full-time/8AM-5PM

Primarily office-based

Occasional after-hours or weekend work may be required for system maintenance, upgrades, or emergency technical support.

• High School Diploma or equivalent required; Associate Degree in Information Technology preferred
• 1-3 years of Help Desk or Technical Support experience
• CompTIA A+ certification or equivalent experience
• Strong knowledge of Windows operating systems, Microsoft 365, and common business applications
• Experience with Active Directory, Azure AD / Entra ID, and user account administration
• Basic understanding of networking concepts, including TCP/IP, Wi-Fi, VPN, printers, and connectivity troubleshooting
• Ability to troubleshoot hardware, software, mobile devices, and peripheral issues
• Working knowledge of cybersecurity practices, including password security and phishing awareness
• Experience supporting remote users and mobile devices
• Familiarity with ticketing systems such as ServiceNow, Jira, or similar platforms