Helpdesk Technician - 1980

The Helpdesk Technician provides day-to-day technical support for employees across local and remote sites. This role is responsible for troubleshooting hardware, software, and user access issues, managing support tickets, and ensuring reliable operation of end-user systems. Additionally, the successful candidate will excel at providing superior customer service and exhibiting team collaboration skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. Other duties may be assigned.

• Provide technical support to staff members on hardware, software, and peripherals, including printers, scanners, and mobile devices.
• Install and configure operating systems, applications, and software updates on desktops and laptops.
• Troubleshoot and resolve hardware and software issues on desktops and laptops.
• Manage and prioritize helpdesk tickets in a timely and efficient manner.
• Communicate with staff members to provide updates on the status of their helpdesk tickets.
• Collaborate with other members of the IT team to identify and resolve complex issues.
• Ensure that all software and hardware are up-to-date and comply with security policies.
• Maintain accurate documentation of hardware, software, and licensing inventory.
• Provide training and support to staff members on the use of software and hardware.
• Manage user accounts and permissions on various systems and applications.

• Associates degree in computer science or related field or equivalent experience.
• Minimum of 2 years of experience in a desktop support role.
• Strong technical skills in Windows operating systems, Microsoft Office 365, Google workspaces, and VMware.
• Experience troubleshooting and resolving computer hardware and software issues.
• Ability to manage multiple tasks and prioritize helpdesk tickets.
• Excellent communication skills with the ability to communicate technical information to non-technical staff members.
• Strong customer service orientation and a commitment to providing excellent service.
• Knowledge of networking concepts and protocols.

Preferred

• Bachelor’s degree in computer science or related field.
• Software knowledge across multiple on-premises and SaaS cloud platforms.
• Knowledge of LINUX and MacOS operating systems is a plus.