IT Helpdesk Technician

IT Help Desk Technician

Required Education: High school diploma or equivalent required. Preferred Education Substitution: Associate degree may substitute for two (2) years of required experience. Bachelor's degree may substitute for four (4) years of required experience.

Required Qualifications: Four (4) years of experience in technical support, help desk, or IT service roles. Experience supporting computer hardware, software applications, and mobile device components. Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting. Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN connectivity. Experience with Active Directory, Group Policy, and endpoint security tools. Knowledge of ITIL best practices related to incident management and asset management. Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues. Ability to prioritize, manage, and resolve service tickets efficiently. Strong verbal and written communication skills with the ability to collaborate effectively with users, technical teams, and leadership. Ability to analyze technical issues, identify patterns, and contribute to root cause analysis. Ability to recognize and appropriately respond to potential IT security concerns. Strong customer service mindset with a commitment to delivering excellent technical support. Ability to manage competing priorities and meet deadlines in a fast-paced environment. Adaptability and willingness to learn evolving technologies and support changing business needs.

Preferred Qualifications: Experience working in an enterprise IT help desk or service desk environment. Experience supporting IT service management platforms and ticketing systems. Familiarity with enterprise security practices and identity management processes. Experience creating technical documentation and user support materials.

Job Summary: The IT Help Desk Technician provides timely, consistent, and customer-focused technical support to end users through phone-based assistance and service request management. This role is responsible for troubleshooting hardware, software, connectivity, and access-related issues while ensuring a high-quality end-user experience. The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and the ability to prioritize and resolve incidents within established service level objectives.

Key Responsibilities: Provide timely and professional phone-based IT support to end users. Deliver a high-quality customer experience by effectively diagnosing and resolving technical issues. Respond to incidents and service requests within defined Real-Time Service Objectives (RSOs). Troubleshoot and resolve hardware, software, connectivity, and access-related issues. Document troubleshooting steps, resolutions, and user interactions accurately within service management tools. Ensure proper escalation of complex incidents to appropriate technical teams. Maintain accurate and up-to-date knowledge base documentation. Follow established security protocols, including identity verification and access procedures. Provide knowledge transfer and guidance to users and technical teams as needed. Identify recurring technical issues and assist with trend analysis and root cause identification. Manage multiple priorities while maintaining service quality and meeting performance expectations.

Candidate Profile: The ideal candidate is a customer-focused IT professional who enjoys troubleshooting, problem-solving, and helping users successfully leverage technology. They are organized, detail-oriented, and capable of balancing technical expertise with strong communication skills to deliver reliable end-user support.