Helpdesk Technician III

Job Description: IT Hardware Administrator & Help Desk Technician III

Summary

The IT Hardware Administrator & Help Desk Technician is the primary point of contact for employees needing technical support and serves as the onsite IT resource for the facility. This role focuses on supporting and maintaining user devices, printers, shared workstations and IT infrastructure to keep business and production operations running.

While the role includes traditional help desk responsibilities, it also requires someone who can work independently, troubleshoot issues without constant direction, and take ownership of local IT needs. Success in this role means being comfortable making decisions, solving problems end to end, and keeping the site operational even when direction isn't immediately available.

Key Responsibilities

• End User Support: Provide Tier 1 technical support in person, by phone, or remotely for hardware, software, and connectivity issues. Prioritize requests based on urgency and business impact.

• Site IT Support: Act as the onsite IT contact for day-to-day issues, outages, and device problems. Work through issues from start to finish and escalate when necessary.

• Hardware Management: Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and shared workstations. Perform repairs, upgrades, and replacements as needed.

• Incident Management : Manage support tickets using the company's ticketing system, documenting work performed and ensuring issues are fully resolved.

• System Administration: Perform routine account tasks in Active Directory and Microsoft 365 such as user setup, password resets, and basic permission changes.

• Inventory and Asset Management: Maintain accurate records of IT equipment, assist with ordering, staging, deployment, and equipment retirement.

• Proactive IT Maintenance: Assist with updates, patching, and general device health to reduce downtime and prevent recurring issues.

• Infrastructure & Production Support: Help maintain connectivity for printers, shared devices, and technology used in office and production areas. Coordinate with corporate IT when broader changes are required.

• IT Local Documentation and Training: Keep procedures and knowledge base content up to date and help users understand how to work effectively with company technology.

• Project & IT Subcontractor Coordination: Support local IT projects, office moves, equipment rollouts, and coordinate/manage IT subcontractor tasks.

Qualifications and Skills

Education: An associate's degree or technical certification in Information Technology, Computer Science, or a related field is preferred, but equivalent experience is acceptable.

Technical Skills

• Strong familiarity with Windows 10/11 and Microsoft Office
• Experience working with PCs, laptops, and common peripherals
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi) and Active Directory
• Experience using remote support tools and ticketing systems
• Experience supporting printers and shared devices preferred

Soft Skills

• Clear communication and the ability to explain technical issues in simple terms
• Strong troubleshooting skills and ability to work independently
• Good judgment when prioritizing work
• Organized and able to manage multiple requests at once
• Customer focused approach involving patience and empathy

Certifications (Preferred)

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Professional (MCP) or Microsoft 365 Certified