Help Desk Technician
About the job
DEPARTMENT: Information Technology
SUPERVISED BY: Director of IT
FLSA Status: Non-Exempt
POSITION SUMMARY:
The Helpdesk Technician serves as the first point of contact for end-users seeking technical assistance. This role is responsible for diagnosing and resolving hardware, software, and network issues, ensuring minimal disruption to business operations. The ideal candidate is a problem-solver with excellent communication skills and is customer service oriented.
ESSENTIAL DUTIES:
1. Diagnosing and resolving computer problems, including hardware, software, and network issues.
2. Providing technical assistance to users via phone, email, or in person.
3. Setting up new equipment, installing software, and configuring systems for users.
4. Clearly explaining technical information to users, both verbally and in writing.
5. Logging and documenting support requests and resolutions.
6. Identifying and escalating complex issues to higher-level support teams.
7. Guiding users on how to use computer systems and applications effectively.
8. Contributing to the development and maintenance of a knowledge base for common issues.
9. Providing excellent customer service and maintaining a positive attitude.
10. Installing updates and patching computers, servers, and other networking equipment.
11. Adhering to security and privacy policies.
12. Participate in other IT projects and initiatives as needed.
13. Performs duties in a safe manner protecting themselves and others from known and expected hazards; complies with companywide safety policies including the use of personal protective equipment.
QUALIFICATIONS:
1. Bachelor’s degree in Computer Science or related field.
2. 1+ year of experience in a Help Desk/Technical Support role.
3. Experience working with a ticketing system.
4. Experience troubleshooting both hardware and software related issues.
5. Knowledge of networking protocols and equipment.
6. Experience configuring and troubleshooting Microsoft 365 products.
7. Experience in supporting Windows operating systems.
8. Certifications in one or more of the following areas preferred:
a. CompTIA A+ or equivalent
b. CompTIA Network+ or equivalent
9. Experience working with SQL or other database formats preferred.
10. Experience working with ERP systems preferred.
KNOWLEDGE, SKILLS AND ABILITIES:
1. Strong understanding of computer hardware, software, and operating systems (Windows, macOS, Linux).
2. Ability to diagnose and resolve technical issues effectively.
3. Patience, empathy, and a commitment to providing excellent customer service.
4. Ability to analyze problems, identify root causes, and develop solutions.
5. Ability to manage and prioritize multiple tasks and requests.
6. Must have excellent written and verbal communication skills, as well as good planning and organizational skills.
7. Must work well within a team, as well as individually, to ensure issues are resolved in a timely manner.
8. Ability to create and maintain detailed documentation to be used by IT staff and other end users.
PHYSICAL REQUIREMENTS:
· Mainly sedentary, however, stooping, reaching, walking, climbing (ladders), grasping, pushing, pulling, fingering, and lifting are required.
· Must be available and able to work extended or after-hours support when required.
· Some travel required.
