Help Desk Technician

Summary

Join Trek10 as a Help Desk Technician and provide technical assistance to end-users, troubleshooting IT issues and ensuring smooth operation of computer systems and networks. This role requires strong technical skills and excellent customer service. You will troubleshoot hardware, software, and network problems; install and maintain computer systems; respond to service requests; and assist with device setup and maintenance. Collaboration with the IT team on larger projects is also expected. The position requires 1+ years of general IT experience and strong knowledge of Mac and Windows operating systems. The ideal candidate will possess excellent communication and organizational skills and a customer-service-oriented attitude. This position requires working in the office in South Bend, Indiana 2-3 times per week.

Requirements

• 1+ years of general IT experience (support, hardware, software, etc)
• Proven experience as an IT Helpdesk Technician or similar role in a technical support environment
• Strong knowledge of Mac and Windows operating systems and basic networking concepts
• Experience with troubleshooting hardware, software, and network issues
• Familiarity with IT ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote desktop support tools
• Strong understanding of Google Workspace
• Basic understanding of Active Directory, Microsoft Office Suite, and email clients (Outlook, etc.)
• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively
• Ability to work independently and as part of a team in a fast-paced environment
• A customer-service-oriented attitude, with a willingness to go above and beyond to ensure user satisfaction
• Must be able to work in the office in South Bend, Indiana 2-3 times per week

Responsibilities

• Provide first-level support for all hardware, software, and network issues reported by staff, both remotely and in-person
• Troubleshoot and resolve IT-related problems, including computer hardware, operating systems, applications, network connectivity, and email issues
• Install, configure, and maintain computer systems, peripherals, and software for end-users
• Respond to service requests and issues promptly, managing tickets through a tracking system to ensure timely resolution and user satisfaction
• Assist with the setup and configuration of new devices, including desktops, laptops, and mobile devices
• Perform routine maintenance tasks, such as software updates, patches, and security scans
• Document solutions to common problems and create knowledge base articles to assist end-users in resolving issues independently
• Escalate unresolved issues to higher-level IT support staff or specialists as necessary
• Assist with hardware inventory management and order IT supplies when needed
• Collaborate with other IT team members on larger IT projects or initiatives, such as software rollouts or system migrations
• Provide end-user training on common software applications, best practices, and IT security procedures
• Other duties as assigned

Preferred Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field
• CompTIA A+, Network+, or similar IT certifications
• Have an AWS Cloud Practitioner Certification, AWS Cloud Architect Associate, Sysops Associate, or Developers Associate Certification
• Knowledge of IT security best practices and familiarity with antivirus/malware software

Benefits

• We are a remote-first company with a lot of flexibility!
• Medical, dental and company paid vision and telemedicine; Insurance that start on day one of your employment!
• 401k plan with a healthy company match
• Vacation and unlimited sick time
• Company paid short-term disability and long-term disability
• 9 company paid holidays
• Monthly Employee Care stipend to spend on YOU!
• Annual home office set up and equipment allowance
• Have fun! We get together at various locations across the US for team retreats!
• Robust training and continuous learning environment with lots of team support!
• Develop a skill set that will set you up for long term professional growth and development!
• Get paid (of course)! We have competitive salaries!