IT Help Desk Technician

Job Description

Job Description

IT Help Desk Technician

Reports To: Implementation Engineer
Department: Information Technology
FLSA Status: Full-Time, Non-Exempt
Work Environment: Multiple Facilities / Office/ Onsite in Gillette, WY

Position Summary

We are seeking an IT Help Desk Technician to provide first-level technical support for employees experiencing hardware, software, and network-related issues. This role is responsible for troubleshooting technical problems, resolving support requests, maintaining IT assets, and delivering exceptional customer service while ensuring the reliable operation of business technology systems.

Key Responsibilities

• Provide first-level technical support via phone, email, remote support, and in-person assistance.
• Diagnose and resolve hardware, software, printer, and network connectivity issues.
• Install, configure, and maintain desktop computers, laptops, peripherals, and business applications.
• Utilize remote support tools such as TeamViewer, AnyDesk, or Remote Desktop to resolve user issues.
• Create, prioritize, update, and close support tickets within the organization's ticketing system.
• Maintain accurate documentation, knowledge base articles, and IT asset inventories.
• Assist users with Microsoft Office, email, web browsers, mobile devices, and common business applications.
• Provide end-user training on software, security awareness, and IT best practices.
• Escalate complex technical issues to senior IT staff when appropriate.
• Maintain a high level of customer service while meeting established service level expectations.
• Perform other duties as assigned.

QualificationsEducation

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

Experience

• Previous Help Desk, Desktop Support, or Technical Support experience preferred.
• Experience supporting Windows environments and Microsoft Office applications.
• Experience with ticketing systems such as ServiceNow, Zendesk, Jira, or similar platforms is preferred.

Preferred Certifications

• CompTIA A+
• Microsoft Certified Professional (MCP) or equivalent
• Other relevant IT certifications are a plus.

Required Knowledge, Skills & Abilities

• Strong troubleshooting and analytical problem-solving skills.
• Working knowledge of Windows, macOS, and basic Linux environments.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi connectivity.
• Experience supporting printers, mobile devices, and desktop peripherals.
• Excellent verbal and written communication skills.
• Strong customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within an IT team.

Physical Requirements

This position may require occasional lifting of equipment weighing up to 50 pounds and extended periods of sitting, standing, walking, and computer use.

Work Environment

• Primarily an indoor office or multi-site business environment.
• Occasional exposure to equipment rooms, confined spaces, or elevated temperatures.
• Local travel between facilities may be required.

Equal Opportunity Employer

We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other status protected by applicable law.