IT Help Desk Technician

Overview
Blue Heron is seeking a skilled IT Help Desk Technician to provide day-to-day technical support across the organization and help ensure the reliable operation of company technology systems. This role serves as a key point of contact for end users troubleshooting issues maintaining hardware and software supporting onboarding and assisting with IT infrastructure and security systems. The ideal candidate is service-oriented technically strong and comfortable working in a fast-paced environment. This position requires travel to company properties and participation in a rotating on-call schedule.

Key Responsibilities

• Serve as the first point of contact for IT support requests across the organization.
• Troubleshoot and resolve hardware software printer mobile device and basic network issues.
• Install configure maintain troubleshoot and decommission end-user devices and other technology systems.
• Assist with the administration and support of on-premises and cloud-based systems.
• Support the setup maintenance and monitoring of network security and related infrastructure systems.
• Manage and document incidents service requests and resolutions through the help desk ticketing system and other support channels.
• Provide end-user training and guidance on company technology systems tools and best practices.
• Assist with employee onboarding and offboarding including account provisioning device setup and access management.
• Collaborate with the broader IT team on system upgrades rollouts projects and process improvements.
• Help maintain accurate inventory documentation and standard operating procedures for IT systems and support activities.

• 3 years of experience in IT support help desk or a related technical support role.
• Working knowledge of Windows and macOS operating systems.
• Solid understanding of computer hardware software networking and general IT infrastructure.
• Experience supporting Microsoft 365 cloud-based platforms and common business applications is preferred.
• Strong troubleshooting and problem-solving skills with the ability to prioritize and manage multiple tasks.
• Excellent communication customer service and interpersonal skills.
• Ability to travel to company properties as needed.
• Ability to participate in a rotating on-call support schedule.
• Relevant certifications such as CompTIA A Network Microsoft or similar are a plus.

Preferred Traits

• Highly organized and detail-oriented.
• Able to work independently while collaborating effectively with a team.
• Committed to providing excellent service and creating a positive support experience for end users.
• Adaptable and eager to learn new technologies.