Job Summary
The IT Helpdesk Technician will serve as the first point of contact for technical support, providing troubleshooting for hardware, software, and network issues. This role requires exceptional customer service skills, technical expertise, and the ability to efficiently resolve a wide range of problems.
Key Responsibilities
Provide first-level technical support via phone, email, and ticketing system.
Troubleshoot and resolve hardware (desktops, laptops, printers) and software (OS, applications) problems.
Manage user accounts, including password resets and access permissions.
Escalate complex issues to senior IT staff while maintaining clear communication with users.
Document all support interactions and resolutions in the ticketing system.
Support basic network connectivity issues (Wi-Fi, VPN, LAN).
Assist with new employee onboarding, including workstation setup and account creation.
Maintain an inventory of IT equipment and report needs for replacements or upgrades.
Stay up-to-date on company systems, policies, and emerging technologies.
Qualifications
Associate's or Bachelor's degree in IT, Computer Science, or a related field, or equivalent work experience.
Proficiency with Windows environments.
Familiarity with Microsoft Office 365, Active Directory, and common ticketing systems (e.g., ServiceNow, Zendesk).
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Strong problem-solving skills and attention to detail.
Excellent verbal and written communication skills.
Ability to prioritize tasks and work effectively in a fast-paced environment.
Certifications such as CompTIA A, Network, or Microsoft Certified Professional are a plus.
Preferred Skills
Experience with remote desktop tools (e.g., VNC, Dameware) and virtual meeting platforms (e.g., Teams).
Ability to support mobile devices (iOS, Android) and Mobile Device Management (MDM) solutions.
Experience with ERP systems (e.g., SAP, Netsuite, QuickBooks).
Knowledge of Warehouse and Shipping operations.