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# Helpdesk Support Technician

- **Company:** Hansen Talent Group
- **Location:** Columbia, SC, United States
- **Contract:** Permanent contract
- **Skills:** Active Directory, Identity and Access Management, Virtual Private Networks (VPN), Network Security, Citrix Systems, Break Fix, Servicenow, User Accounts
- **Published:** August 22, 2026
- **Apply:** https://www.dice.com/job-detail/88a28ba1-46f2-45f1-b50b-595cca44f845

## About the Role

* Hands-on troubleshooting experience
 * Strong communication
 * Willingness to learn and grown in a regulated, enterprise IT team

## Description

Hansen Talent Group is seeking a Helpdesk Support Technician to support after-hours operations for a large IT institute in the greater Columbia, SC area. The ideal candidate is able to work 5:30PM - 7AM EST and interested in growing and learning as an IT Professional within an enterprise setting.

The Helpdesk Support Technician will be responsible for providing end-user support and monitoring system/network logs to identify any potential performance issues and support incident management efforts.

Duties:

 * Respond to incoming ticketed requests and calls related to needed technical troubleshooting and system outages, working closely with the end-user to ensure their understanding in the steps being taken and satisfaction in the results.
 * Analyze and diagnose technical issues, troubleshooting at a Tier I/II level and escalating as needed.
 * Support the administration of user accounts in Active Directory by unlocking accounts and resetting passwords, escalating concerns to the IAM on-call teams.
 * Troubleshoot VPN and secure network access in Citrix, providing knowledge base articles to end-users to support knowledge share and technical education.
 * Monitor system/network logs and security tools, escalating concerns and triaging remediation efforts across technical teams and potentially impacted business units.
 * Create thorough documentation of all activities in ServiceNow and update knowledge-base-articles as needed.


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