Help Desk Technician

Essential Duties and Responsibilities:

• Provide First-Level Support: Respond to incoming help desk requests via phone, email, or ticketing system, ensuring timely and courteous resolution of technical issues.
• Issue Identification and Troubleshooting: Diagnose and resolve basic hardware, software, and network-related issues; escalate more complex problems to higher-level support as needed.
• User Support and Guidance: Assist end users with account setup, password resets, software installations, and basic application support.
• Incident Documentation: Accurately log all support interactions, issues, and resolutions in the ticketing system to ensure consistent service and knowledge sharing.
• System Monitoring: Monitor system alerts and performance metrics to identify potential issues, taking proactive steps or escalating when appropriate.
• Hardware and Peripheral Support: Provide support for desktops, laptops, printers, and other peripherals, including configuration, maintenance, and basic troubleshooting.
• Software and Application Support: Support standard software and productivity tools (e.g., Microsoft Office, email clients, antivirus software), ensuring functionality and user accessibility.
• Follow-Up and Communication: Maintain regular communication with users regarding the status of their requests and ensure resolution meets satisfaction.
• Compliance and Security: Adhere to company policies and IT best practices, including maintaining confidentiality and ensuring compliance with data protection standards.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of experience in Help Desk role in a Microsoft environment, with demonstrated proficiency in desktop, laptop, printers and mobile devices.
• Strong knowledge of Windows 10 and Windows 11 as well as familiarity with networking protocols (e.g., TCP/IP, DNS, DHCP), and security principles.
• Certifications such as CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), Cisco Certified Network Associate (CCNA), or equivalent are a plus.
• Excellent problem-solving skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with team members and stakeholders at all levels of the organization. Ability to work collaboratively and effectively in a cross-team environment.

Physical Role Requirements:                                        

• Ability to lift up to 35 lbs. for occasional equipment transport and set up.
• Quantity of sitting/standing/reaching/bending/lifting varies depending on the day's work schedule
• Standard office equipment (telephone, computer workstation, printer, copier, scanner, calculator).