IT Help Desk Support

The IT Help Desk Support position is responsible for providing technical support and assistance to employees throughout the organization. This role serves as the first point of contact for technology-related issues and plays a critical role in maintaining the reliability, security, and efficiency of our IT systems and infrastructure, * Provide timely and professional technical support via phone, email, and ticketing systems.

• Troubleshoot and resolve hardware, software, printer, peripheral, and mobile device issues.
• Assist users with Microsoft Office applications, operating systems, and standard business software.
• Diagnose and resolve basic network connectivity issues, including access to shared resources.
• Escalate unresolved issues to appropriate IT personnel and follow through to resolution.
• Create, modify, and maintain user accounts while adhering to company security standards.
• Reset passwords and assist with account access requests.
• Install, configure, update, and maintain software and operating system patches
• Document support request, troubleshooting and resolution within ticket management system
• Track and report help desk metrics, including ticket volume, response times, and recurring issues.
• Provide basic user training and guidance on IT best practices and self-service resources.
• Communicate IT-related announcements and system updates to end users.
• Perform other related duties as assigned., * Regular interaction with employees, management, vendors, auditors, and other business partners.
• Frequent interaction with employees at all levels of the organization.
• Occasional after-hours support may be required for system maintenance or business-critical issues.
• Minimal exposure to adverse environmental conditions

• High school diploma or equivalent required;
• Minimum one year of IT help desk or technical support experience preferred.
• Strong knowledge of computer hardware, software applications and mobile devices
• Experience supporting Windows, macOS, and basic networking technologies.
• Familiarity with TCP/IP, DNS, DHCP, and general network troubleshooting concepts.
• Excellent customer service, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Ability to explain technical concepts clearly to non-technical users.
• Strong attention to detail and commitment to providing quality support.

Physical Demands and Work Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of hands and fingers to operate a computer, telephone, and other office equipment.
• Ability to communicate effectively in person, by telephone, and through electronic communication
• Occasionally lift and carry equipment and supplies weighing up to 20 pounds
• Ability to move throughout office locations to provide hands-on support as needed
• Work is performed primarily in a professional office environment.

Medical, dental, and vision insurance; PPO and HDHP options; HSA with company contributions for eligible participants; 401(k) with discretionary company match; company-paid basic life and AD&D insurance; short-term and long-term disability insurance; paid time off; company holidays; Employee Assistance Program; 24/7 virtual healthcare; dependent-care FSA; and advancement opportunities. Eligibility, coverage, and plan terms are governed by applicable plan documents and Company policies., * 401(k)

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance