IT Help Desk Technician

111 Sign is seeking a reliable, customer-focused, and technically skilled IT Help Desk Technician to provide technical support and troubleshoot computer systems, software, hardware, and network issues. The ideal candidate will assist employees and customers with technical problems, maintain IT equipment, and help ensure that systems operate efficiently and securely.

Key Responsibilities

• Provide first-level technical support to users experiencing hardware, software, and connectivity issues.
• <>Respond to IT support requests through phone, email, chat, or a help desk ticketing system.
• Troubleshoot computers, laptops, printers, scanners, monitors, and other office equipment.
• Install, configure, and update operating systems, applications, and software.
• Assist users with password resets, account access, email setup, and login issues.
• Diagnose basic network, Wi-Fi, VPN, and internet connectivity problems.
• Support Microsoft Windows, Microsoft 365, email systems, and common business applications.
• Document technical issues, troubleshooting steps, and resolutions in a ticketing system.
• Escalate complex technical problems to senior IT staff or external service providers.
• Maintain IT inventory, equipment records, and software documentation.
• Follow cybersecurity best practices and assist with basic security procedures.
• Provide clear instructions and training to users on common technical tasks.

Qualifications

• High school diploma or equivalent; an IT-related degree or technical certification is preferred.
• Previous experience in IT support, help desk, desktop support, or technical customer service is an advantage.
• Basic knowledge of Windows operating systems, computer hardware, and software troubleshooting.
• Familiarity with networking fundamentals, including Wi-Fi, routers, IP addresses, and VPNs.
• Understanding of user accounts, permissions, password management, and basic cybersecurity.
• Strong written and verbal communication skills.
• Excellent customer service, organization, and problem-solving abilities.
• Ability to prioritize support requests and manage multiple tasks.
• Willingness to learn new technologies and follow established IT procedures.