Help Desk Technician

The Help Desk Technician serves as the first point of contact for technical support requests and is responsible for diagnosing, troubleshooting, resolving, and escalating hardware, software, and application issues. This role ensures timely and effective support services that minimize business disruption and maximize user productivity., * Respond to service requests, incidents, and technical support inquiries.

• Install, configure, upgrade, and maintain desktop software and applications.
• Troubleshoot operating system, application, and hardware issues.
• Document incidents, resolutions, and support activities within ticketing systems.
• Escalate unresolved issues to appropriate technical teams.
• Support user account management and access requests.
• Assist with workstation deployments and equipment replacements.
• Provide end-user training and technical guidance.
• Maintain knowledge base articles and support documentation.
• Ensure compliance with service-level agreements (SLAs).

• Customer service and communication
• Desktop and application support
• Troubleshooting and problem resolution
• Ticket management systems
• Microsoft Windows and Microsoft 365 support
• Technical documentation

Preferred Qualifications

• Associate’s degree in Information Technology or related field
• 2+ years of help desk or desktop support experience
• ITIL Foundation, CompTIA A+, or equivalent certifications preferred