Help Desk Technician

PRIMARY PURPOSE OF POSITION

Devote your fill time to the business and affairs of Chase Plastic Services, Inc. and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Supports both local and remote employees in a Microsoft-based environment. This technician will be the first point of contact for employees seeking technical assistance, helping with hardware, software, account access, and connectivity issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Serve as the first point of contact for technical issues submitted via phone, email, and chat, delivering friendly and efficient support while managing user account administration in Active Directory, including account creation, password resets, and access permissions to ensure that employees have the appropriate access to resources. Configure and image Windows laptops and mobile devices, getting new team members up and running from day one.

Diagnose and resolve issues across the Microsoft 365 suite, Teams, Outlook, Word, Excel, and OneDrive, for both local and remote users.

Help employees stay connected by supporting VPN setup, basic home network troubleshooting, and Multi-Factor Authentication (MFA) enrollment.

Troubleshoot and resolve hardware and software issues in a timely and efficient manner.

Collaborate with other IT team members to escalate, resolve, and document complex technical issues.

Log all tickets accurately, close the loop on recurring issues, and contribute to a knowledge base that makes the whole team smarter over time.

Deliver outrageous customer service, ensuring a positive end-user experience.

Oversee asset management process, ensuring accurate inventory tracking, maintenance records, and compliance with organizational standards for IT assets.