IT Help Desk Technician

Summary

Join Productive Playhouse's IT team as a Help Desk Technician, providing first-level technical support to employees. Troubleshoot hardware, software, and network issues, ensuring timely resolution and maintaining accurate documentation. Install, configure, and update systems, manage accounts, and escalate complex problems. Provide user training and maintain IT equipment inventory. Participate in IT projects and adhere to security policies. This is a remote position with occasional in-office requirements.

Requirements

• High school diploma or equivalent; Associate’s degree or relevant certifications preferred (e.g., CompTIA A+, Network+)
• Basic understanding of computer hardware, software, and networking fundamentals
• Experience with Windows and/or Mac operating systems
• Familiarity with common business software (e.g., Microsoft Office, email clients)
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies
• Ability to manage multiple requests and prioritize tasks effectively

Responsibilities

• Respond promptly to user requests for technical assistance via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and network issues for end-users
• Install, configure, and update computer systems and software applications
• Assist with password resets, account access, and permissions management
• Document all support activities and resolutions in the help desk system
• Escalate complex issues to higher-level IT support or specialized teams as needed
• Provide guidance and training to users on basic IT functions and best practices
• Maintain inventory of IT equipment and supplies
• Participate in IT projects, such as system upgrades or deployments
• Follow company policies and procedures regarding IT security and data privacy

Preferred Qualifications

1-3 years of experience in technical support or help desk role preferred