Heldesk Engineer

Hamers I.T. is looking for a dependable, personable Helpdesk Engineer to join our team supporting local businesses across the Central Coast. You’ll be the friendly voice and steady hand our clients count on when reaching out to us for support. Someone who can stay calm, explain things clearly, and get the job done right.

Duties

• Provide prompt technical support to end-users via help desk systems, resolving issues related to hardware, software, operating systems, and network connectivity.
• Manage and prioritize customer support tickets efficiently, ensuring timely resolution of issues.
• Ability to juggle multiple tickets and prioritize effectively.
• Troubleshoot computer hardware components, including desktops, laptops, mobile devices, and peripherals.
• Assist with Active Directory management tasks such as user account setup, permissions adjustments, and password resets.
• Conduct equipment troubleshooting for printers, scanners, and other peripherals to minimize downtime.
• Collaborate with team members to analyze system logs and identify root causes of recurring issues to improve overall IT performance.
• Maintain documentation of technical procedures and solutions to facilitate knowledge sharing within the team.

• Proven experience in IT support or help desk roles with a strong understanding of desktop support and equipment troubleshooting.
• Proficiency in Microsoft Office Suite applications and familiarity with help desk ticket management tools.
• Solid knowledge of computer networking concepts including TCP/IP, LAN/WAN configurations, DNS management, VPNs, firewalls, and TCP protocols.
• Experience supporting Windows (including Windows Server) and macOS operating systems as well as mobile devices.
• Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively.
• Strong communication skills with the ability to explain technical information clearly to non-technical users.
• Familiarity with Active Directory management and basic server administration is preferred.
• Analytical mindset with excellent problem-solving skills to diagnose complex technical issues swiftly.
• Occasional lifting/moving of equipment (up to ~40 lbs)