Help Desk Agent

ACH Foam Technologies is seeking a dedicated and resourceful Help Desk Agent to join our team. This role is vital in providing timely technical support and ensuring smooth IT operations across the organization. If you enjoy solving problems, assisting users, and working in a collaborative environment, this position offers an exciting opportunity to contribute to our company’s success.

Responsibilities

• Respond to help desk requests via phone, email, or ticketing system in a professional and timely manner.
• Troubleshoot and resolve issues related to desktops, laptops, printers, software applications, and network connectivity.
• Guide users through problem-solving steps and provide clear instructions for technical solutions.
• Document all support activities, including issue resolution and user communication.
• Assist with software installation, updates, and system configurations as needed.
• Identify recurring issues and recommend improvements to prevent future problems.
• Maintain inventory of IT equipment and assist with asset management.
• Work collaboratively with other IT staff to escalate and resolve complex technical issues.

Qualifications

• High school diploma or equivalent; associate degree or technical certification preferred.
• Proven experience in a help desk or technical support role.
• Basic understanding of computer hardware, operating systems (Windows preferred), and common software applications.
• Familiarity with network fundamentals and troubleshooting.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent verbal and written communication skills.
• Customer-focused attitude with patience and professionalism.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.