LTC Help Desk Technician

Job Description

Job Description

About the Role

Are you someone who loves figuring out why the Wi-Fi is acting up, enjoys being the “tech-savvy friend,” and gets a kick out of solving problems? We're looking for a Help Desk Technician I to join our IT team - someone with a genuine curiosity about technology and a willingness to learn, grow, and take on new challenges.

This is an entry-level role, and we mean it. You don't need to walk through the door already knowing everything on this page. What matters most is that you have a baseline comfort with computers and technology, a great attitude toward helping people, and a real desire to build your IT skills over time. We'll help you grow into the rest.

As the first point of contact for employees experiencing technical issues, you'll provide friendly, patient support for computer hardware, software, mobile devices, printers, and other everyday technology. Along the way, you'll be mentored by senior IT staff, exposed to real systems and tools, and given room to grow your career in tech.

What You'll Be Doing (and Learning)

• Responding to IT support requests via phone, email, our ticketing system, and in person
• Learning to diagnose and resolve common hardware, software, and peripheral issues
• Helping install, configure, and maintain desktop computers, laptops, printers, and other end-user devices
• Assisting users with password resets, account access, and Microsoft 365 applications
• Creating, updating, and closing support tickets, and documenting your troubleshooting steps
• Escalating trickier issues to senior IT staff or vendors - and learning from how they're resolved
• Helping set up workstations for new employees, including computer imaging and equipment deployment
• Supporting routine maintenance, software installations, and system updates
• Helping track inventory of IT equipment and accessories
• Following company security policies and best practices to help protect our data
• Contributing to technical documentation and end-user training as you gain experience
• Occasionally participating in on-call or after-hours support as part of the team rotation

What We're Looking For

• A baseline comfort with computers, common software, and everyday technology
• Curiosity and a genuine interest in learning how technology works
• Strong customer service instincts - patience, empathy, and clear communication
• A problem-solving mindset and willingness to dig into an issue until it's resolved
• Reliability, accountability, and a collaborative attitude
• Openness to feedback and coaching, and motivation to grow your technical skill set

No specific certifications or prior help desk experience required - if you've ever been the go-to person for fixing a family member's computer, or you're excited to start a career in IT, we want to hear from you.