Technical Help Desk 3

• Serve as a dedicated technical support resource, managing incoming support cases and escalations.
• Investigate, troubleshoot, and resolve hardware, software, networking, and application issues.
• Perform root cause analysis on complex technical problems and document findings.
• Review system logs, event logs, and operational data to identify issues and determine solutions.
• Handle user account support, password resets, system access requests, and related administrative tasks.
• Escalate product defects and technical issues to engineering teams when appropriate.
• Maintain detailed documentation of issues, troubleshooting steps, and resolutions.
• Provide professional customer support through phone, email, and collaboration platforms.
• Support weekend hotline coverage as part of a rotating schedule.
• Collaborate with technical specialists, service engineers, and cross-functional teams to resolve customer issues.
• Participate in ongoing training and knowledge-sharing activities.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of technical support, help desk, infrastructure support, or systems administration experience.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting Windows environments.
• Working knowledge of networking fundamentals and network troubleshooting.
• Experience reviewing logs and analyzing technical data.
• Basic SQL knowledge with the ability to query and investigate issues.
• Basic scripting or programming knowledge and ability to understand technical syntax.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Experience with VMware environments.
• Experience installing operating systems and working with ISO images.
• Hardware deployment, hardware troubleshooting, or wiring experience.
• Database troubleshooting and log analysis experience.
• Exposure to enterprise service desk or technical support environments.
• Experience supporting large-scale software platforms and mission-critical applications.

Top Skills

• Networking
• Windows Administration
• Troubleshooting & Root Cause Analysis

What Makes Someone Successful

• Passion for technology and continuous learning.
• Strong investigative mindset and curiosity.
• Ability to think creatively and solve problems independently.
• Excellent customer service and relationship-building skills.
• Strong attendance, reliability, and accountability.
• Desire to build a long-term career and grow into a permanent position.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)
• 401(k) with Company Match
• Contract-to-hire opportunity with long-term career potential
• Extensive training and professional development opportunities
• Exposure to advanced enterprise technologies and support environments