IT Help Desk Technician

We are seeking a detail-oriented and customer-focused IT Helpdesk Technician with strong troubleshooting skills to join our team. This role is responsible for diagnosing and resolving technical issues, providing end-user support, and ensuring the efficient operation of IT systems. The ideal candidate thrives in problem-solving environments and has a proven ability to identify root causes and deliver timely solutions., Technical Support & Troubleshooting

• Serve as the first point of contact for users experiencing technical issues via phone, email, or ticketing system
• Diagnose hardware, software, and network problems using structured troubleshooting methods
• Resolve issues related to operating systems, applications, printers, and connectivity
• Perform root cause analysis to prevent recurring issues
• Escalate complex problems to higher-level IT teams when necessary, with detailed documentation

Incident & Request Management

• Track, prioritize, and manage support tickets to ensure timely resolution
• Maintain accurate records of issues, solutions, and system configurations
• Follow established SLAs and ensure consistent communication with users throughout the resolution process

User Support & Training

• Provide clear and professional guidance to users of varying technical skill levels
• Educate users on basic troubleshooting steps and best practices
• Assist with onboarding and setup of new employees (accounts, devices, access)

System Maintenance

• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals
• Support software updates, patches, and routine system checks
• Contribute to knowledge base documentation and troubleshooting guides

Do you have experience in Ticketing system technical support?, Do you have a Associate’s degree?, * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 2+ years of experience in a helpdesk or technical support role
• Strong troubleshooting and analytical problem-solving skills
• Hands-on experience with Windows and/or macOS environments
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Excellent communication and customer service skills

Preferred Qualifications

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience with Intune
• Experience with Active Directory and user account management
• Knowledge of remote desktop tools and endpoint management systems
• Exposure to cloud services (e.g., Microsoft 365, Azure, Google Workspace)

Pulled from the full job description

• Parental leave
• 401(k)
• Retirement plan
• Dental insurance, * 401(k)
• Dental insurance
• Parental leave
• Retirement plan