Help Desk Technician

Job Description

The Phoenix Group Advisors is conducting a search for a Help Desk Technician at a computer services organization. This role provides technical support and manages client IT environments, ensuring reliable network and hardware operations.

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The Help Desk Technician owns the resolution of end-user technical issues, implements system configurations, and maintains client documentation. The position supports client network infrastructure, manages equipment setup, and performs routine system maintenance and reporting.

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• Respond to and resolve help desk tickets via ticketing systems

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• Install, configure, and troubleshoot workstations, network switches, wireless devices, and firewalls

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• Maintain accurate records of tasks, inventory, and client system configurations in PSA and documentation tools

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• Assist with network and system upgrades, patches, and updates

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• Provide high-quality written and verbal communication with clients

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• Participate in rotating on-call support, including evening and weekend shifts

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• Document technical procedures and solutions for future reference

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• Support data entry, export, and reporting activities

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• 2+ years experience in help desk or technical support roles

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• Knowledge of Windows and macOS operating systems

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• Experience with network hardware, firewalls, and wireless devices

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• Familiar with PSA systems, ticketing tools, and documentation software

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• Relevant certifications (CompTIA A+, MCSA) preferred

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• Hands-on experience with LAN/WAN, VPN, and remote support tools

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• Ability to troubleshoot hardware and network issues

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• Strong written and verbal communication skills

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Core Technical Skills

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Windows OS, macOS, Network Troubleshooting, Firewall Configuration, VPN, Remote Support, Ticketing Systems, PSA, Inventory Management, System Configuration, Data Reporting

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The role responsible for administering client hardware and network systems, improving operational efficiency, and ensuring high system availability to support business continuity.