IT Help Desk / Service Desk Technician

Job Summary

Join our dynamic IT support team as an IT Help Desk / Service Desk Technician, where you will serve as the first point of contact for technical support requests and play a key role in maintaining smooth technology operations across the organization. In this position, you will troubleshoot hardware, software, network, and system-related issues while delivering exceptional customer service to internal users. This role is ideal for a detail-oriented professional with strong problem-solving skills, technical knowledge, and a commitment to supporting business productivity through reliable IT support.

Responsibilities

• Provide timely technical support to end users via phone, email, chat, and remote support tools, ensuring issues are handled professionally and efficiently.
• Diagnose and resolve hardware, software, and network problems across Windows, macOS, and Linux environments.
• Support desktop and laptop computers, mobile devices, printers, scanners, and other peripheral equipment to ensure optimal performance.
• Assist with system administration tasks, including software installation, updates, configuration changes, and user account management.
• Work with network components such as LAN, VPN, DNS, TCP/IP, routers, switches, and firewalls to identify and resolve connectivity issues.
• Maintain and update Active Directory accounts, passwords, permissions, and access rights in accordance with company policies.
• Use help desk ticketing systems such as ServiceNow, Jira, or BMC Remedy to document issues, track progress, and maintain accurate records of resolutions.
• Collaborate with IT team members and other departments to support service requests, implement solutions, and improve overall system reliability.
• Assist in maintaining IT security standards by following established procedures for access control, system protection, and incident reporting.
• Create and update technical documentation, knowledge base articles, and troubleshooting guides to support future issue resolution.

Experience

• Proven experience in help desk, service desk, desktop support, or technical support within a fast-paced environment.
• Strong knowledge of Windows operating systems, macOS, and basic Linux support.
• Experience troubleshooting computer hardware, software applications, printers, and network connectivity issues.
• Familiarity with Active Directory, Microsoft Office applications, remote support tools, and ticketing systems.
• Understanding of networking concepts such as TCP/IP, DNS, VPN, LAN/WAN, and firewall basics.
• Excellent communication and interpersonal skills with a strong customer service mindset.
• Ability to prioritize tasks, manage multiple requests, and work independently or as part of a team.
• Strong analytical and organizational skills with attention to detail and a proactive approach to problem-solving.

Pay: $25.11 - $30.24 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Tuition reimbursement

Work Location: In person