IT TECHNICAL SPECIALIST

Help Desk Technician

The Help Desk Technician supports the reliable operation of end-user devices and core systems across the organization. This role is responsible for installing, configuring, maintaining, and supporting hardware, software, and communication tools. The technician will diagnose and resolve end-user hardware and software issues in a timely and accurate manner, while providing clear guidance and training to users as needed.

Primary Responsibilities

• Configure, deploy, and support new or replacement computers, mobile devices, and related endpoint equipment
• Maintain and support existing computer and network endpoints to ensure reliability and performance
• Troubleshoot and resolve hardware, software, and configuration issues for end users through tickets or proactive system checks
• Assist with user account management, permissions, and access controls
• Monitor system and network performance, identify issues, and escalate or resolve as appropriate
• Assist with software updates, patching, and system upgrades across desktops, laptops, and mobile devices
• Help ensure compliance with corporate IT policies through documentation and periodic reporting
• Maintain accurate hardware and software inventory records
• Provide after-hours or on call support as needed
• Running ethernet cable and terminating new ethernet drops

Education and Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
• Entry level industry certification (such as CompTIA A+, Network+, etc.) preferred but not required
• Foundational understanding of Windows operating systems, basic networking concepts, and endpoint support
• Familiarity with Active Directory, Microsoft 365, and Exchange Online
• Strong customer service skills with the ability to listen to, understand, and clearly respond to user needs
• Demonstrated problem solving ability and willingness to learn new technologies
• Ability to troubleshoot technical issues using logical, step-by-step approaches
• Clear written and verbal communication skills
• Ability to document work performed and explain the steps taken to resolve issues

Work Environment/Work Conditions

• Based in our Fort Wayne office with some travel required to other facilities when needed.
• Lift training will be provided for running new network drops.