IT Help Desk

Position Overview

We are seeking a dependable and customer-focused IT Technical Aid to provide technical support and operational assistance within a centralized Information Technology environment. This role supports end users and IT professionals by resolving routine technical issues, assisting with hardware and software installations, maintaining IT equipment, and supporting day-to-day technology operations.

The ideal candidate will possess strong troubleshooting abilities, excellent customer service skills, and experience working in an information systems environment. This position offers an opportunity to gain hands-on experience supporting enterprise technology systems while contributing to the efficient delivery of IT services.

Schedule: Part-Time (20 hours per week)

Key Responsibilities

Technical Support

• Provide first-level technical support to end users for hardware, software, and system-related issues.
• Identify, document, track, research, and resolve technical support requests and problem tickets.
• Follow established procedures to escalate high-priority or complex issues to appropriate IT personnel.
• Assist users with troubleshooting desktop applications, operating systems, and peripheral devices.

Hardware & Equipment Support

• Assist with the installation, configuration, maintenance, and troubleshooting of desktop computers, monitors, printers, cabling, and other technology equipment.
• Support the setup and relocation of IT equipment as needed.
• Perform routine maintenance and basic repairs on office technology devices.

Printer Operations Support

• Operate and support medium-sized office printers and high-speed commercial printing equipment.
• Assist in diagnosing and resolving printer-related issues.
• Monitor printer performance and ensure timely completion of printing tasks.

Testing & Documentation

• Support IT teams by performing routine system testing and production support activities.
• Validate user guides, training materials, procedures, and technical documentation.
• Assist in documenting system issues, resolutions, and support processes.
• Maintain accurate records of support activities and troubleshooting efforts.

Customer Service & Communication

• Deliver professional and responsive customer service to internal users and stakeholders.
• Communicate technical information clearly and effectively to non-technical users.
• Collaborate with IT staff to ensure timely issue resolution and customer satisfaction.

General IT Support

• Assist with inventory management of IT equipment and supplies.
• Support departmental technology initiatives and operational activities.
• Handle office supplies and technology equipment weighing up to 20 pounds as required.

Required Qualifications

Education

• High School Diploma or equivalent.

Experience

• Minimum of two (2) years of experience in an information systems or technology support environment.
• Experience supporting desktop software installations, troubleshooting hardware/software issues, and/or operating high-speed commercial printers.

Required Skills

• Strong customer service and interpersonal skills.
• Knowledge of desktop hardware, software, and peripheral device support.
• Experience troubleshooting hardware and software issues.
• Effective problem-solving and decision-making abilities.
• Strong verbal and written communication skills.
• Organizational skills with attention to detail.
• Ability to work independently and as part of a team.
• Basic understanding of IT support processes and ticket management.

Preferred Qualifications

• Experience working within a centralized IT support environment.
• Familiarity with printer maintenance and production printing operations.
• Experience supporting Windows-based desktop environments and common business applications.
• Exposure to IT service management processes and technical documentation standards.