Help Desk Technician

We are seeking a proactive and customer-focused Help Desk Technician to join our IT support team. The ideal candidate will serve as the first point of contact for technical assistance, providing timely and effective solutions to end-users. This role requires strong problem-solving skills, technical expertise, and excellent communication abilities to ensure a seamless technology experience for all employees.

Apply today for immediate consideration!!

Key Responsibilities:

• Respond to and resolve user inquiries and issues via phone, email, or in-person support in a timely manner.
• Diagnose and troubleshoot hardware, software, network, and system problems for Windows, Mac, and mobile devices.
• Provide step-by-step guidance and support for common IT tasks, including password resets, software installations, and printer troubleshooting.
• Document and log all incidents, requests, and resolutions in the ticketing system.
• Escalate complex technical issues to the appropriate IT team members when necessary.
• Assist in the setup, configuration, and maintenance of workstations, laptops, and peripheral devices.
• Educate users on best practices, including cybersecurity awareness and basic system operations.
• Maintain an up-to-date inventory of IT equipment and software licenses.
• Support the deployment of software updates, patches, and system upgrades.
• Collaborate with other IT team members to ensure high service quality and continuous improvement.

Qualifications:

• High school diploma or equivalent; an associate degree or IT certification (e.g., CompTIA A+, Network+) is preferred.
• Proven experience in a help desk or IT support role.
• Strong knowledge of operating systems (Windows, macOS), Microsoft Office Suite, and common IT tools.
• Familiarity with network concepts such as LAN/WAN, TCP/IP, and VPN.
• Excellent problem-solving skills with a logical and methodical approach.
• Outstanding verbal and written communication skills.
• Ability to manage multiple tasks and prioritize effectively under pressure.
• A customer-service mindset with a focus on empathy and professionalism.

Preferred Skills:

• Experience with remote desktop tools and support platforms.
• Knowledge of ticketing systems such as ServiceNow, Zendesk, or Jira.
• Basic understanding of Active Directory and Group Policy.
• Familiarity with cloud-based platforms like Office 365 and Google Workspace.