I.T. Help Desk Technician

The Entry-Level IT Help Desk Technician provides first-line technical support to employees by troubleshooting hardware, software, and network-related issues. This role serves as the primary point of contact for IT support requests and is responsible for delivering excellent customer service while resolving technical problems in a timely manner.

Key Responsibilities

• Respond to help desk tickets, phone calls, emails, and walk-up requests for technical assistance.
• Troubleshoot and resolve basic hardware, software, printer, and network connectivity issues.
• Set up, configure, and deploy desktop computers, laptops, mobile devices, and peripherals.
• Install, update, and maintain software applications and operating systems.
• Create, modify, and disable user accounts in Active Directory, Microsoft 365, or other business systems.
• Document support requests, troubleshooting steps, and resolutions within the ticketing system.
• Escalate complex technical issues to senior IT staff when necessary.
• Assist with onboarding and offboarding activities, including equipment setup and user access management.
• Provide end-user training and guidance on common technology issues and best practices.
• Maintain inventory records of IT equipment and software licenses.
• Support cybersecurity initiatives by enforcing company security policies and reporting potential threats.

Required Qualifications

• High school diploma or equivalent required; Associate's degree in Information Technology, Computer Science, or related field preferred.
• Basic understanding of Windows operating systems and Microsoft Office applications.
• Familiarity with computer hardware, printers, and mobile devices.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work with users of varying technical skill levels.
• Ability to prioritize tasks and manage multiple support requests.
• Willingness to learn new technologies and processes.

Preferred Qualifications

• CompTIA A+, Network+, or similar entry-level IT certification.
• Experience through internships, coursework, volunteer work, or personal technology projects.
• Familiarity with Microsoft 365, Active Directory, and ticketing systems.
• Basic knowledge of networking concepts, including TCP/IP, DNS, and Wi-Fi connectivity.

Key Competencies

• Customer Service
• Technical Troubleshooting
• Communication
• Attention to Detail
• Teamwork
• Time Management
• Adaptability
• Problem Solving

Physical Requirements

• Ability to lift and move computer equipment up to 25 pounds.
• Ability to sit, stand, and work at a computer for extended periods.
• Occasional travel between office locations may be required.

About Emery & Webb:

Now a fifth generation family insurance business, we are much larger today than when we started over 130 years ago. Today our family is represented by five offices and over 100 trained insurance professionals serving our clients throughout the Hudson River Valley in New York, New England, New Jersey, Pennsylvania and across the entire United States.

Our approach is to listen first, then present our clients with the best options for their insurance programs. We are deeply committed to providing our clients insurance coverage with integrity. This is the foremost priority of our organization: integrity based on expert advice, custom coverage, competitive prices, and prompt, courteous claims service. Our clients' satisfaction and protection is the measure of our success.