IT Help Desk Technician

Serve as the first point of contact for IT support requests Respond to Help Desk tickets, phone calls, emails, and walk-up requests Troubleshoot and resolve common hardware, software, printing, Microsoft 365, and application issues Document incidents, troubleshooting steps, and resolutions in the ticketing system Escalate issues to the appropriate support tier while maintaining ownership of the customer experience Follow up with end users to confirm satisfactory resolution Contribute to and use the IT Knowledge Base Provide basic user education on supported technologies and best practices Follow departmental processes, documentation standards, and service level expectations Participate in team meetings, training, and continuous improvement initiatives Perform other duties as assigned Requirements High School Graduate or General Education Degree (GED) required Associate's Degree (two year college or technical school) or Work Equivalent in MIS, CS or Engineering Technology Bachelor's Degree (four year college or technical school) in MIS, CS or Engineering preferred 1 year of experience in MIS, CS or Engineering Technology Microsoft Windows Desktop Operating Systems required Microsoft Office Suite required Network Printing and Queuing required Smart Phone IOS/Android required Microsoft Windows Server Operating Systems recommended Microsoft Active Directory recommended Advanced networking methodologies (TCP/IP) recommended VNC or similar remote control software highly recommended Ability to perform essential functions with or without reasonable accommodation Core Competencies Demonstrates proficiency in troubleshooting and resolving IT support issues, with a strong focus on customer experience and documentation. Capable of providing user education on technologies and adhering to departmental processes and service level expectations. Highest-signal resume keywords IT Support Experience Microsoft Windows Desktop Operating Systems Microsoft Office Suite Network Printing and Queuing Troubleshooting Skills ATS Optimization Keywords Hard Skills Troubleshooting Documentation User Education Incident Management Basic Networking Microsoft 365 Application Support Remote Control Software Advanced Networking Methodologies Operating Systems Soft Skills Customer Service Communication Team Collaboration Problem Solving Continuous Improvement Industry Keywords MIS CS Engineering Technology Help Desk Service Level Expectations Tools & Technologies Ticketing System IT Knowledge Base VNC Smart Phone IOS/Android Microsoft Active Directory #J-18808-Ljbffr