IT Help Desk Technician

This position offers the opportunity to support a diverse user community while working with modern endpoint management, IT service management, and Microsoft technologies.

What You’ll Do

• Provide Tier I/II Help Desk and desktop support for employees.
• Troubleshoot Windows 10/11 desktops, laptops, printers, mobile devices, and peripherals.
• Resolve hardware, software, network connectivity, and Microsoft 365 issues.
• Document, prioritize, and resolve incidents and service requests using ManageEngine
• ServiceDesk Plus.
• Support endpoint deployment, software installation, patch management, and asset management using ManageEngine Endpoint Central.
• Create and manage Active Directory user accounts, password resets, group memberships, and permissions.
• Install, configure, and maintain desktop hardware and software.
• Escalate complex technical issues while ensuring timely customer communication.
• Deliver exceptional customer service while meeting established service level agreements (SLAs).
• Follow ITIL-based incident, request, and problem management processes.

• 2+ years of IT Help Desk, Desktop Support, or Technical Support experience.
• Hands-on experience with ManageEngine, ServiceDesk Plus, and/or ManageEngine Endpoint Central is highly preferred.
• Experience supporting:

Windows 10/11

Microsoft 365

Active Directory

Printers and peripheral devices

Mobile devices (iOS/Android)

• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Passion for providing outstanding customer service.

What Makes You Successful

• Positive, customer-first attitude.
• Ability to multitask and prioritize in a fast-paced support environment.
• Strong documentation and organizational skills.
• Desire to continuously learn new technologies.
• Ability to work collaboratively with technical teams and end users.

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance