Help Desk Technician I
Help Desk Technician I
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position Summary:
We are seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team. This position provides advanced front-line technical support to internal staff and external customers resolving a wide range of issues including system access hardware software application and network troubleshooting.
Ideal candidates will demonstrate strong communication organizational and problem-solving abilities along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development.
Key Responsibilities:
- Provide timely and professional technical support via phone email and ticketing system (ConnectWise) for desktop and application issues.
- Troubleshoot and resolve problems related to:
- User accounts and password resets
- Microsoft Windows 10 and 11 and Microsoft Office 365 applications
- Network connectivity (wired and wireless)
- Printers scanners and peripheral devices
- Mobile devices (iOS/Android)
- Assist users with proper hardware and software configurations.
- Document detailed technical steps and resolutions in the ticketing system.
- Escalate complex or unresolved issues to Tier 2 support with appropriate documentation.
- Author and maintain internal knowledgebase articles and user guides for self-service support.
- Participate in team knowledge sharing and contribute to continuous improvement of IT processes.
- Provide occasional end-user training or onboarding assistance for common tools and systems.
Required Skills and Qualifications:
- Proficiency with:
- Windows 10/11 desktop operating systems
- Microsoft Office 365 suite (Outlook Word Excel Teams OneDrive)
- Basic networking concepts (IP DNS DHCP VPN)
- Excellent interpersonal and communication skills
- Ability to translate technical information to non-technical users.
- Strong organizational skills and a commitment to follow-through.
- Self-motivated with a passion for problem-solving and customer satisfaction.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with ticketing systems (ConnectWise preferred) and documentation best practices.
Preferred Skills:
- Experience with Windows Server environments (Active Directory Group Policy)
- Exposure to SQL scripting or automation tools (PowerShell)
- Familiarity with Mac OS
- Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms
- Basic understanding of cybersecurity principles and best practices
Preferred Education & Experience:
- Associates or Bachelors degree in Computer Science Information Systems or a related field preferred.
- 2-3 years of experience in a help desk or IT support role.
- 2 years of experience in a customer service or technical support setting.
Other Requirements:
- Successful completion of a background investigation and credit check is required.
EOE M/F/D/V
Required Experience:
IC
Employment Type
Full-Time
