IT Help Desk Technician

Join our dynamic IT support team as an IT Help Desk Technician, where your technical expertise and customer service skills will drive seamless technology experiences across our organization. In this vital role, you’ll be the first point of contact for resolving hardware, software, and network issues, ensuring our systems run smoothly and efficiently. Your proactive approach will empower users, troubleshoot complex problems, and contribute to maintaining a robust IT infrastructure that supports our mission of operational excellence. This paid position offers an exciting opportunity to develop your skills in a fast-paced, technology-driven environment while making a tangible impact every day.

Responsibilities

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

Diagnose and resolve basic hardware, software, and network issues.

Escalate complex problems to higher-level support as needed.

Install, configure, and maintain desktop systems, laptops, printers, and mobile devices.

Support software rollouts, updates, and routine maintenance.

Document support activities, resolutions, and updates in the helpdesk ticketing system.

Update documentation and processes.

Maintain inventory of IT equipment and supplies.

Assist with user account management using Active Directory, activate/deactivate users and reset passwords, as needed.

Address printer needs: install, change toners, troubleshoot errors, etc.

Maintain a work schedule at a minimum of 40 hours per work week (not including afterhours work) of Monday through Friday, 8:00 AM to 5:00

Other duties and special projects, as assigned.

Regular Ongoing Tasks:

Help Desk - Internal User Support

Prepare workstations for new employees, including deployment of HW and SW as required.

Setup and removal of user’s accounts for IT systems as needed.

Troubleshoot systems including HW and SW as needed.

Work with external Vendors on support ticket escalations.

Generate or prepare reports for management as needed.

Manage Windows updates and other security updates to user workstations.

Assist with system maintenance and testing as needed outside of regular business hours.

Participate in “on call” scheduling to support the business’s IT needs 24x7.

Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow.

Help Desk - External Customer Support

Assist external customers with password resets and other access issues.

Troubleshoot customer issues related to company business processes.

Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow.

Monitor device performance and escalate hardware or software issues as necessary.

Document technical procedures and maintain asset inventory.

Work collaboratively with the IT team to ensure devices meet compliance and security standards.

High school diploma or equivalent required; Associate’s degree or IT certifications (e.g., CompTIA A+/Network+) preferred.

0-2 years of experience in a technical support or IT helpdesk role.

Basic understanding of Windows and Mac operating systems.

Familiar with basic server and network concepts and possess the ability to boot/restart servers/network devices and perform similar technical network services of low technical complexity.

Expert level familiarity with Windows OS.

Familiarity with Microsoft Office 365, Active Directory, and common business applications.

Experience with Active Directory and/or Azure Entra ID

Basic understanding of PC troubleshooting.

Basic printer knowledge and troubleshooting

Experience supporting Apple iOS devices.

Familiarity with Bluetooth and wired audio device pairing.

Strong communication and customer service skills.

Ability to work independently and respond quickly to on-site support needs.

Demonstrate professional work ethic and high level of integrity dealing with confidential company and user information.

Ability to prioritize tasks and work efficiently under pressure.

Willingness to learn and adapt in a dynamic environment.

Experience with Mobile Device Management (MDM) systems (e.g., Jamf, Intune) preferred.

Experience with scripting and process automation.

Basic understanding of APIs, SQL, and cloud technologies.

Experience supporting software deployments and application troubleshooting.

Professional development assistance, Health insurance, Retirement plan, Paid time off, Vision insurance, Dental insurance, Paid sick time, Flexible spending account Full-time, We value our employees and are committed to supporting their health, well-being, financial security, and work-life balance. Eligible employees have access to a comprehensive benefits package, including:

Competitive Paid Time Off (PTO) program

Paid Sick Leave

Paid Holidays

Medical, Dental, and Vision Insurance Stipend

Pay: $18.00 - $22.00 per hour

Benefits:

• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan