IT Help Desk

We are seeking a customer-focused and tech-savvy IT Help Desk Technician to join our growing team. In this role, you will serve as the first point of contact for employees experiencing technical issues. You will be responsible for diagnosing, troubleshooting, and resolving hardware, software, and network problems to ensure minimal disruption to daily business operations. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional technical support. Key Responsibilities Technical Support: Provide first-level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and chat. Issue Resolution: Troubleshoot, diagnose, and resolve technical problems including password resets, network connectivity issues, software installation errors, and hardware malfunctions. Ticket Management: Log, track, and document all help desk requests and resolutions within the ticketing system; elevate complex issues to Tier 2 or Tier 3 support when necessary. Onboarding & Offboarding: Set up, configure, and deploy workstations, laptops, peripheral devices, and accounts for new hires; securely wipe and reclaim assets during offboarding. System Maintenance: Maintain accurate inventory records of all company hardware, software licenses, and access permissions. User Documentation: Create and update user-facing documentation, quick-start guides, and internal FAQs to promote user self-service. Qualifications & Skills Experience: 1–3 years of experience in an IT help desk, technical support, or customer service role. Education: Associate degree in Computer Science, Information Technology, or a related field (or equivalent practical experience). Operating Systems: Proficient with Windows 10/11 and macOS environments. Software Knowledge: Experience supporting Microsoft 365 applications (Word, Excel, Outlook, Teams), identity management tools, and standard business software. Core Competencies Strong troubleshooting skills and a methodical approach to problem-solving. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Proven ability to multi-task and prioritize workload effectively in a fast-paced environment. Preferred Qualifications Professional certifications such as: CompTIA A+, Network+, Google IT Support Professional, or Microsoft Certified: Modern Desktop Administrator. Familiarity with remote management tools and modern Applicant Tracking Systems or HRIS/IT ticketing workflows. What We Offer Competitive salary and performance-based bonuses. Comprehensive health, dental, and vision insurance. 401(k) matching and retirement planning. Generous Paid Time Off (PTO) and paid holidays. Opportunities for professional development, certifications, and career advancement. #J-18808-Ljbffr