Job Description

Job Description

Job Description

Salary: 12-15 an hour

The Helpdesk Technician is the first point of contact for all IT-related issues and requests from our employees. This role provides critical technical support and assistance for computer systems, hardware, and software. The ideal candidate will have strong technical aptitude, excellent problem-solving skills, and an unwavering commitment to providing outstanding customer service. You will be responsible for responding to, diagnosing, and resolving technical issues in a timely and efficient manner to ensure our employees can work productively.

Key Responsibilities

• Serve as the primary point of contact for employees seeking technical assistance via phone, email, or our ticketing system.
• Perform remote and in-person troubleshooting through diagnostic techniques and pertinent questions.
• Diagnose and resolve technical hardware and software issues for desktops, laptops, peripherals, and mobile devices.
• Provide support for core business applications, including Microsoft Office 365, Active-Directory, Windows Servers, Linux Servers, Windows Desktops and Laptops, MAC Operating systems, and other business related software and hardware.
• Manage user accounts in Active Directory and/or Azure AD, including password resets, new user creation, and permission assignments.
• Install, configure, and maintain computer hardware, operating systems (Windows/macOS), and applications.
• Set up workstations and necessary peripheral devices for new employees.
• Document all support interactions, troubleshooting steps, and resolutions in the IT helpdesk ticketing system (e.g., Jira, ServiceNow, Zendesk).
• Escalate unresolved issues to the next level of support personnel (e.g., System Administrators, Network Engineers) in a timely manner.
• Assist in the creation and maintenance of technical documentation and knowledge base articles for common issues.
• Contribute to IT projects, such as hardware refreshes, software rollouts, and system upgrades.

Required Qualifications & Skills

• High School Diploma or equivalent. An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is a plus.
• 1-3 years of proven experience in a helpdesk, technical support, or IT support role.
• Strong working knowledge of computer systems, mobile devices, and other tech products.
• Proficiency in Microsoft Windows 10/11 and macOS operating systems.
• Experience with Microsoft Office 365 / Microsoft 365 suite (Outlook, Word, Excel, Teams, etc.).
• Hands-on experience with Active Directory for user account management.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and critical-thinking abilities.
• Customer-oriented and patient mindset.

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