IT Helpdesk Technician

Job Title: Entry level IT Helpdesk Technician


Department: Information Technology
Reports To: Director of IT


Location: 470 Olde Worthington Rd. Westerville, Ohio 43082
Job Type: Full-Time


Job Overview:


We are seeking a reliable, motivated, and technically skilled Entry Level Helpdesk Technician to join our dynamic IT team. The ideal candidate will provide first-line support to end users, troubleshoot and resolve technical issues, assist with hardware/software deployment, and maintain critical IT infrastructure. This role is crucial to ensuring daily operations run smoothly, contributing to both on-site and remote IT support needs across our organization.


Key Responsibilities:

• Respond to and resolve technical support tickets via phone, email, and in-person.
• Diagnose and troubleshoot end-user issues involving:
• User accounts and access
• Print services and printer configuration
• Asset inventory management
• Support for desktops, thin clients, laptops, tablets, phones, and hotspots
• Use physical and logical diagnostic tools to resolve network and hardware/software issues.
• Assist with the setup and deployment of technology solutions for new Ardent site launches.
• Assist with site teardowns and equipment removal once Ardent site sales are complete.
• Maintain a structured and documented scrapping process for decommissioned technology assets, ensuring Director of IT approval.
• Work independently to complete special IT projects; take ownership of assigned helpdesk initiatives.
• Maintain accurate documentation of procedures, ticket resolutions, and equipment tracking systems.
• Collaborate with other technical teams to troubleshoot and resolve large scale issues.
• Handle special requests and participate in unique technology projects as directed.
• Manage inventory and accountable property within the IT storage room, ensuring accuracy and accessibility.
• Test and evaluate new hardware and software before company-wide deployment.
• Oversee and manage daily ticketing queue operations-create, route, and resolve helpdesk tickets efficiently.
• Uphold high standards in customer service, ensuring a positive and supportive user experience.
• Adhere to documentation best practices and departmental standards.

Requirements

Qualifications:

• 1-2 years of relevant experience in a technical support or helpdesk role.
• Strong understanding of Windows operating systems, Office 365, and common network troubleshooting tools.
• Knowledge of desktop imaging solutions (e.g., Intune).
• Familiarity with IT asset management systems and ticketing platforms (e.g., Freshdesk, AssetTiger).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational skills with attention to detail and documentation.
• Willingness to travel occasionally for site support, as needed.