IT Help Desk Technician

Job Description

Job Description

The IT Help Desk Technician involves providing technical assistance to users via phone, email, or in person to resolve hardware, software, and network issues. Key responsibilities include diagnosing problems, providing step-by-step guidance, escalating complex issues to higher-level support, and documenting all support activities. A successful candidate needs strong communication, customer service, and problem-solving skills.  Will report to the VP of Operations and have some day to day guidance from the IT Manager.

Key Responsibilities:

• Provide technical support such as answering user questions and troubleshooting computer hardware, software, and network problems.
• Complete new hire set up of emails, computers, IT desk set up, software logins, printers, tablets, phone extensions and cell phones as needed.  This includes logging all IT inventory being assigned in the HRIS system.
• Become main contact for Printer issues.
• Back up IT manager in shut off of all IT systems for terminations.
• Diagnose and resolve issues including the ability to identify the root cause of problems and guide users through the steps to fix them.
• Respond to requests for technical assistance via phone, email, or in-person visits.
• Forward more complex problems that require higher-level support to the IT Manager.
• Escalate repetitive IT troubleshooting to the IT Manager for deeper dive into root cause analysis.
• Keep detailed records of all support requests, actions taken, and resolutions.
• Perform tasks like password resets, unlocking accounts, and verifying user identities.
• Help users who are unfamiliar with technology and may require training or step-by-step guidance. 
• Assist IT Manager in Project Management Support.
• Create duplicity in IT tasks so that you can cover essential tasks in the IT Manager’s absence (ie. Back up servers, etc.).

Qualifications:

• 2+ years of prior experience in a help desk role.
• A Computer Science Associate's degree Computer Science is preferred, but equivalent experience may also be acceptable. 
• A good understanding of computer systems, operating systems, and common hardware and software.
• Excellent verbal and written communication skills are essential for explaining technical solutions clearly to users.
• A customer-oriented attitude with the ability to remain calm and composed, especially when dealing with frustrated users.
• Strong analytical skills to diagnose and resolve technical problems effectively.
• Experience/exposure to Microsoft Office/Operating Systems, Google Business Suite,  and an ERP system.

Working Conditions/Physical Requirements:

• Work in a climate-controlled environment with exposure to moderate industrial noise levels.
• This position operates in an office environment daily, involving prolonged periods of sitting and computer use.
• May occasionally be required to lift or move up to 50 pounds.
• The role requires occasional interaction with production areas and warehouse environments, where personal protective equipment (PPE) may be necessary.
• Standard working hours apply for Monday-Friday 7am-4pm with a one hour lunch break, with potential for overtime during peak project periods.
• Ability to stand, walk and move around the shop floor for extended periods.
• Must be able to bend, squat, twist body depending on the needs of office or facility set up.
• Must be able to lift above head, to side, and extend arms.

• Frequent keyboarding and small piece handling with high manual dexterity required.

Key Relationships:

• Supervisor – Reports to VP of Operations
• Direct Reports - None
• Peer Relationships – IT Manager, who will also mentor this role.
• On-going working relationships with:
  • IT Manager
  • Human Resources
  • Maintenance
  • Mechanical Engineers and Manufacturing Engineers
  • Service relationship for all employees