Support Desk Technician

Position: Support Desk Technician
Location: Rockford, IL
Hours: 7 am -3:30 pm CST (40-45 hours per week)

Summary:
IT Support Desk Technician to provide first-line technical support to internal users, resolving IT issues via chat, email, phone and in-person and escalating more complex problems to higher-level support teams.

Responsibilities:

• Provide first-line technical support to end-users via phone, email, or in person.
• Troubleshoot and resolve basic IT issues related to hardware and software and networking.
• Install, configure, and update software applications and operating systems.
• Set up and maintain user accounts, passwords, and access permissions.
• Assist with IT equipment setup, including computers, printers, and mobile devices.
• Document all support activities, solutions, and user requests in the ticketing system.
•  Escalate complex technical issues to the appropriate IT support teams.
• Follow up with users to ensure that technical issues are resolved satisfactorily.
• Provide basic training to users on IT systems and applications.

Requirements:

• 2-3 years’ experience in a technical support role.
• Good knowledge of IT systems, hardware, software, and networking.
• Strong familiarity with Windows OS.  Linux is a plus.
• Strong problem-solving and communication skills.
• Ability to work independently and prioritize tasks effectively.
• Willingness to learn and adapt to new technologies.
• Certifications such as CompTIA A+ or CompTIA Network+ or similar are desirable.
• Stay up to date with technological trends and developments to provide effective support.