IT Help Desk Technician

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About the Position


Ratio is seeking an IT Help Desk / Support Technician. In this role, the successful candidate will be responsible for providing first-level support to end-users by troubleshooting and resolving hardware, software, and network-related issues. This role serves as the initial point of contact for IT support and aims to ensure that all employees can work effectively with minimal technical interruptions. The ideal candidate will be proactive, customer-service-oriented, and possess a strong foundation in technical troubleshooting.


Key Responsibilities


Technical Support and Troubleshooting

• Provide first-level support to employees experiencing issues with desktop and laptop hardware, software applications, and peripherals.
• Respond to help desk requests promptly through various channels (phone, email, or ticketing system).
• Troubleshoot issues related to Windows, macOS, Microsoft Office Suite, and other business applications.
• Support mobile devices, printers, and audio/visual equipment.

User Assistance and Training

• Educate users on best practices and common solutions to frequently encountered issues.
• Assist with onboarding new employees by setting up their workstations and guiding them through basic IT resources and tools.

System and Network Support

• Assist in troubleshooting basic network issues, such as connectivity, VPN access, and Wi-Fi problems.
• Help with the configuration and deployment of software updates and patches.

System Management

• Assist in set-up and installation of new devices, both for individual use and shared workstations
• Lead decommissioning of older devices

Asset and Inventory Management

• Track and manage IT assets and inventory, including computers, mobile devices, and accessories.
• Coordinate hardware replacements and upgrades as necessary.

Documentation and Process Improvement

• Document common issues and solutions in the IT knowledge base to aid users and team members.
• Recommend process improvements for a smoother IT support experience.

Qualifications and Requirements

• Associate's degree in information technology, Computer Science, or related field (or equivalent work experience).
• 0-3 years of experience in an IT help desk or technical support role.
• Proficiency with Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP) and troubleshooting.
• Ability to lift and move computer equipment, such as monitors, desktops, and laptops (up to 25 lbs).
• This role may require occasional evening or weekend support depending on critical IT issues or maintenance needs. Primarily on-site support with potential remote work based on organizational needs.

Preferred Skills and Attributes :

• Customer-service orientation with excellent communication skills.
• Ability to troubleshoot and resolve technical issues quickly and effectively.
• Familiarity with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk, or similar).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate - MCSA) are a plus.
• Strong attention to detail, organizational skills, and a proactive approach to problem-solving.

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