IT Help Desk Support Technician

Job Summary

The Help Desk Support Technician serves as the first point of contact for all IT-related support requests across the organization. In our network-heavy environment—with significant data volumes, a large physical facility footprint, multiple off-site/remote locations, and a sizable remote workforce—this role delivers fast, friendly, and effective technical assistance to keep employees productive and minimize downtime.

This is an excellent entry-to-mid-level position for a customer-focused problem-solver who enjoys hands-on troubleshooting and supporting a wide variety of users and devices. The ideal candidate thrives in a dynamic small-to-mid-size company setting, working closely with the Systems Administrator and Network & Security Administrator to resolve issues efficiently.

Key Responsibilities

Ticket Management & User Support

• Receive, log, prioritize, and resolve help desk tickets via phone, email, chat, Teams, and in-person requests.
• Provide Tier 1 technical support for hardware, software, network connectivity, and application issues.
• Perform password resets, account unlocks, and basic Active Directory / Entra ID user management.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system for knowledge sharing.

Hardware, Software & Device Troubleshooting

• Diagnose and resolve issues with workstations (desktops & laptops), tablets, printers, scanners, cell phones, and peripherals.
• Support mobile device enrollment, configuration, and troubleshooting through MDM tools (e.g., Intune).
• Assist with installation, updates, and basic configuration of approved software and applications.
• Troubleshoot and support communications devices including VoIP office phones, headsets, paging/intercom systems, and conference room AV equipment.

Remote & Multi-Site Support

• Deliver remote assistance to off-site locations and remote workers using tools such as TeamViewer, RDP, or Microsoft Quick Assist.
• Guide users through VPN connections, remote desktop access, and secure file-sharing procedures.
• Perform basic network troubleshooting (e.g., Wi-Fi connectivity, IP conflicts, printer mapping) and escalate complex network or security issues appropriately.

Collaboration & Escalation

• Escalate unresolved or advanced issues to the Systems Administrator or Network & Security Administrator with clear documentation and follow-up.
• Assist with hardware deployment, imaging, and refreshes in coordination with the Systems team.
• Participate in after-hours on-call rotation (as scheduled) for urgent production or remote-user issues.

Documentation, Training & Continuous Improvement

• Maintain and update knowledge-base articles for common issues and self-service solutions.
• Conduct informal one-on-one or small-group training for users on new tools, security best practices, and standard procedures.
• Support IT inventory management by tracking, receiving, and deploying equipment.

Required Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and hands-on experience).
• 1–3+ years of experience in a help desk, desktop support, or IT service desk role, preferably in a multi-site or remote-work environment.
• Working knowledge of Windows 10/11, Microsoft 365/Office, Active Directory, basic networking concepts, and common hardware troubleshooting.
• Experience supporting diverse endpoints (PCs, printers, mobile devices, VoIP phones) is highly desired.

Certifications (Required or Preferred)

• Required: CompTIA A+ or equivalent within first 6 months if not already held.
• Preferred: CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundations.

Key Skills and Competencies

• Outstanding customer-service skills with patience, clear communication, and a positive attitude—even during high-pressure situations.
• Strong analytical and troubleshooting abilities; able to break down complex issues for non-technical users.
• Excellent time-management and organizational skills; comfortable handling multiple tickets simultaneously.
• Team player who collaborates effectively with technical colleagues and end users alike.
• Eagerness to learn new technologies and grow within the IT department.

Physical & Other Requirements

• Ability to lift up to 50 lbs (for moving computers, monitors, and equipment) and work comfortably in office, server room, or data-closet environments.
• Valid driver’s license and willingness to travel to off-site locations (up to 15%).
• Must pass background check; ability to work occasional evenings or weekends for scheduled maintenance or emergencies.

This Help Desk Support Technician role is the frontline of our IT team—critical to delivering exceptional user experience and keeping our operations running smoothly every day. If you’re a reliable, tech-savvy problem-solver who loves helping people and wants to grow your career in a supportive small-to-mid-size company, we encourage you to apply.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person