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IT Help Desk Technician
2 months ago
General Job Summary
Responsible for providing technical assistance and support related to laptops, phones, tablets, and software. Responds to ticketing system open items or direct users’ requests, setup/deployment of new equipment, mange a fleet of mobile assets, and training users on use of software.
Essential duties and responsibilities:
- Provide technical assistance and support for incoming tickets/user requests and issues related to PC’s/laptops, software, and hardware, printers, mobile devices, and other technology equipment.
- Respond to requests either in person or over the phone.
- Assist with knowledgebase and training manuals.
- Train users on equipment functionality.
- Respond to ticket system messages for users seeking help and as assigned.
- Ask specific and concise questions to determine nature of problem.
- Walk users through problem-solving process if resolving online.
- Install, modify, and repair computer hardware and software.
- Perform regular maintenance on laptops, printers, and mobile devices.
- Run diagnostic programs to resolve problems.
- Resolve basic problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems at basic level, escalate to Network Administrator depending on issues found.
- Install computer peripherals for users.
- Perform all other duties as assigned.
Must have working knowledge of:
Microsoft Windows 10 and 11
Microsoft Office 365, Intune, Azure Portal
iOS & Android – Mobile fleet support
Familiar with Firmware, BIOS, Drivers – printers, graphics, etc.
Must be able to effectively research and resolve hardware and software compatibility issues.
Specific Education Requirements:
- Associate’s Degree in Information Technology, or relevant training or experience
- Strong technology aptitude
- Excellent computer skills
- Experience with Help Desk Support
Professional Skills Requirements:
- Proven ability to work independently and as a team member
- Good communication (written and oral) and interpersonal skills
- Good organizational, multi-tasking, and time-management skills
- Worked in a similar position for a minimum of 2 years.
Work Hours: 8AM to 5PM, Monday through Friday.
Exemption Status: Non-Exempt, Hourly
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