Help Desk Technician

Job Title: Help Desk Technician

Department: Information and Technology (IT)

Reports To: IT Manager

The Helpdesk Technician supports the company with a wide range of IT tasks, questions, and projects. Responsibilities include troubleshooting and setting up hardware such as desktops, laptops, printers, and peripherals, as well as supporting software needs such as email, updates, account creation, and antivirus. The technician uses the company's ticketing system to track support requests and time spent on tasks. This role also includes creating new procedures and maintaining existing documentation related to the position.

Essential Functions Include:

• Resolve technical issues for end users on Windows and macOS systems
• Troubleshoot basic network and connectivity problems
• Set up and provision new IT equipment, including laptops, monitors, and peripherals
• Support the ongoing documentation and improvement of systems and processes
• Manage IT assets by tracking new inventory and service or repair activity
• Train end users on the proper use of technology and software
• Assist with phone system management
• Maintain a clean and organized work environment
• Support the IT Manager with additional projects as needed

Qualifications Include:

• High School Degree or Equivalent
• 6 months or more of Help Desk experience
• Experience with ticket systems to document issues, troubleshooting steps, and resolution
• Ability to support user account setup, password resets, and basic access troubleshooting
• Ability to prioritize multiple support requests and manage time effectively
• Familiar with remote support tools and techniques for assisting users in different locations
• Understanding security best practices, including phishing, antivirus, and password management
• Strong problem-solving skills and close attention to detail
• Basic knowledge of VPN, WLAN/LAN, and basic TCP/IP technologies
• Experience with Windows 11, MacOS, and Active Directory basics
• Service-oriented mindset with a passion for helping others
• Basic understanding of troubleshooting Microsoft 365 user setup and account-related issues
• Experience with Microsoft 365 administration, including basic user and license management, is preferred
• Exposure to Azure administration and Intune is a plus
• Exposure to SCCM and ITSM platforms is a plus
• CompTIA certification is preferred.

Physical Requirements: Must be able to perform with our without accomodations:

• Consistent and reliable attendance
• Typical of an office or warehouse environment
• Occasional lifting of up to 30 lbs.

Schedule:

This is an hourly position that typically follows a Monday through Friday schedule from 8:00 a.m. to 5:00 p.m. Occasional overtime may be required, based on business needs.