IT Help Desk Technician

Summary

Join our fast-growing, innovative, and data-driven company as an IT Help Desk Technician! You will be responsible for providing technical support and resolving issues related to hardware, software, and network systems. Your key duties will include troubleshooting and resolving technical problems, assisting users with hardware and software issues, performing routine maintenance, and documenting support requests. You will also be responsible for user training and ensuring compliance with IT policies. The ideal candidate will possess strong communication and problem-solving skills, along with experience in an IT help desk role. We offer a competitive salary and a comprehensive benefits package.

Requirements

• At least 1-2 years of experience in an IT help desk or technical support role
• Strong knowledge of Windows operating system
• Familiarity with cloud computing services and solutions (e.g. Google Workspace)
• Familiarity with basic networking concepts, hardware, and software troubleshooting
• Excellent communication and customer service skills
• Ability to handle multiple support requests simultaneously while maintaining professionalism
• Ability to provide an exceptional experience to all users of various capabilities
• Strong problem-solving skills and attention to detail
• Ability to work independently as well as in a team environment
• Familiarity with help desk software and ticketing systems
• Experience with remote troubleshooting tools
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to occasionally lift, push or pull 25 pounds, occasional bending and reaching
• Must be able to pass a background check and drug screen

Responsibilities

• Communicate effectively with users: Respond to IT support requests from staff and users in a timely and professional manner, providing timely updates, and directing unresolved issues to the appropriate level of support
• Troubleshoot software and network issues: Address a wide range of technical problems, from basic software glitches to complex network connectivity issues
• Diagnose and resolve computer problems: Identify the root cause of issues and guide users through solutions, whether it's hardware, software, or network problems
• Provide Technical Support: Assist users with hardware issues, including laptops, mobile devices, and other office equipment
• Remote Set-up: Assist with the installation, configuration, and maintenance of hardware and software
• Routine Maintenance: Monitor and maintain the organization’s network and systems to ensure optimal performance and security. Assist with IT inventory management, ensuring all hardware and software are properly logged and maintained. Perform routine system updates and maintenance tasks as assigned
• Documentation and Reporting: Document support requests, solutions, and other relevant details in the help desk management system. Share user feedback with relevant teams to identify areas for improvement
• User Training and Education: Create training tools and offer guidance and training to end-users on the use of software and hardware
• Compliance: Ensure compliance with IT policies and best practices to safeguard organizational data

Benefits

• Medical, Dental, Vision Insurance
• Company paid Life
• Voluntary life, short- and long-term disability
• 401k
• Excellent time off options