IT Help Desk Technician

Job Description

Job Description

Job Summary

We are seeking a motivated and customer-oriented Help Desk Technician to provide technical support and assistance to end users. In this role, you will be responsible for diagnosing and resolving hardware, software, and network-related issues while ensuring timely service and a high level of customer satisfaction. The ideal candidate is detail-oriented, adaptable, and committed to delivering excellent technical support in a fast-paced environment.

Key Responsibilities

·         Respond promptly to user inquiries via phone, email, or ticketing system.

·         Diagnose and resolve hardware, software, and network connectivity issues.

·         Provide both remote and on-site support for desktops, laptops, mobile devices, and peripherals.

·         Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.

·         Collaborate with other IT team members to identify recurring issues and recommend process improvements.

·         Maintain up-to-date knowledge of company systems, applications, and security protocols.

·         Escalate complex issues when necessary and recommend proactive solutions to minimize future disruptions.

Required Skills & Qualifications

·         High school diploma or equivalent; Associate degree in Information Technology or related field preferred.

·         1–2 years of experience in help desk or IT support roles.

·         Strong troubleshooting skills and knowledge of Windows, macOS, and Microsoft Office 365.

·         Familiarity with basic networking concepts, VPN technologies, and remote access tools.

·         Excellent written and verbal communication skills

·         Strong customer service and relationship-building abilities, with the capacity to interact effectively with users and colleagues

·         Ability to manage multiple tasks and adapt in a fast-paced environment

·         Understanding of issue prioritization and escalation procedures.

·         Flexibility to work occasional evenings or weekends for scheduled maintenance or urgent support needs

Preferred Certifications

·         Microsoft Technology Associate (MTA) or similar certifications.

·         CompTIA A+ or Network+ is a plus.

Benefits

·         Competitive salary ($37,500–$54,000 annually or $18–$26 hourly) (based on Experience).

·         Health Insurance coverage

·         401(k) retirement plan

·         Paid time off (PTO)

·         Paid Holidays