IT Helpdesk Technician

The IT Helpdesk Technician provides frontline technical support for end users across a variety of systems and technologies. This role is responsible for diagnosing and resolving hardware, software, and connectivity issues while delivering excellent customer service and maintaining accurate documentation., * Install, configure, test, maintain, and troubleshoot desktops, laptops, monitors, printers, and related peripherals

• Provide support for operating systems, productivity software, and common business applications
• Support and troubleshoot Office 365 email, including account setup, access issues, and mailbox management
• Assist with device management using Intune, including enrollment, policy application, and basic troubleshooting
• Deploy, configure, and support iPhones and iPads, including provisioning, updates, and mobile device management
• Respond to and resolve helpdesk tickets, phone calls, and email requests in a timely and professional manner
• Track, document, and escalate issues using the organization’s ticketing system
• Diagnose and resolve hardware and software issues, including component replacement and system repairs
• Maintain accurate records of equipment failures, repairs, installations, and removals in accordance with company standards
• Assist with asset management, including inventory tracking, imaging, deployment, and lifecycle management of IT equipment
• Support conference room technology, including audio/visual systems and virtual meeting platforms
• Provide support for the organization’s phone system, including user setup, device configuration, and call troubleshooting (Microsoft Teams Phone System)
• Contribute to the development and improvement of IT standards, processes, and documentation
• Deliver prompt, courteous, and customer-focused technical support to all users
• Participate in IT projects and perform additional duties as assigned

• Associate degree in Computer Science or related field preferred, or equivalent work experience
• 2+ years of experience providing desk-side or helpdesk support in a business environment
• Solid understanding of PC hardware, operating systems, and software installation/troubleshooting
• Experience with Windows 11 operating systems
• Experience supporting Microsoft 365 applications, including Outlook and Teams
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP)
• Experience with endpoint or mobile device management (e.g., Intune) is a plus
• Experience supporting mobile devices (iPhone/iPad) is a plus
• Strong analytical and problem-solving skills
• Excellent communication and customer service skills, both verbal and written
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment