Information Technology Help Desk Technician

We are looking for a Help Desk Technician to join our IT team. This role is primarily focused on providing first- and second-level support to end users — resolving hardware, software, account, and connectivity issues. You'll be the person who can quickly tell whether an issue is a workstation problem or a network problem, troubleshoot switches, Wi-Fi, and VPN connectivity alongside standard desktop support, and escalate complex network issues to senior engineers with clear, accurate diagnostics already in hand.

Key Responsibilities:

• Serve as the first point of contact for end-user IT support via phone, email, and ticketing system, resolving hardware, software, account, and connectivity issues.

• Triage and troubleshoot network-related user issues (Wi-Fi drops, VPN failures, slow connections, port/switch issues) before escalating, using solid networking fundamentals rather than guesswork.

• Support and maintain user account and access management (Active Directory, VPN, Wi-Fi onboarding). • Assist with basic network device troubleshooting — switches, access points, patch panels — and coordinate with senior network staff on more complex issues.

• Perform basic patch cabling, network drops, and equipment moves/adds/changes.

• Monitor and respond to network and system alerts relevant to end-user impact; document and escalate per established procedures.

• Image, configure, and deploy workstations, laptops, and mobile devices.

• Maintain accurate documentation of tickets, network configurations touched, and asset records.

• Assist with routine maintenance tasks such as firmware updates, backups, and scheduled reboots.

• Participate in an on-call or rotating support schedule as needed.

• Follow IT security best practices and escalate potential security incidents promptly.

• Work any day of the week or hours as assigned.

Required Qualifications

• 2+ years of experience in a help desk, desktop support, or technical support role.

• Demonstrated ability to troubleshoot connectivity issues using tools like ping, traceroute, and basic switch/AP interfaces.

• Familiarity with Windows and/or macOS environments and common productivity software.

• Strong troubleshooting skills and a methodical, detail-oriented approach to problem-solving.

• Clear written and verbal communication skills, with a customer-service mindset.

• Ability to lift/move equipment up to 50 lbs and work occasionally under desks, in server rooms, or in wiring closets.

Preferred Qualifications:

• CompTIA Network+ certification (strongly preferred) and/or CompTIA A+.

• Exposure to Cisco, Ubiquiti, Meraki, or similar networking hardware in a production environment.

• Associate's degree or coursework in Information Technology, Computer Science, or a related field (or equivalent practical experience).

• Experience with ticketing systems (e.g., ServiceNow, Freshservice, ConnectWise) and remote support tools.

• Basic scripting or automation exposure (PowerShell, Python) is a plus, not required.