Job Summary
We are seeking a motivated and customer-oriented Help Desk Technician to provide technical support and assistance to end users. In this role, you will be responsible for diagnosing and resolving hardware, software, and network-related issues while ensuring timely service and a high level of customer satisfaction. The ideal candidate is detail-oriented, adaptable, and committed to delivering excellent technical support in a fast-paced environment.
Key Responsibilities
· Respond promptly to user inquiries via phone, email, or ticketing system.
· Diagnose and resolve hardware, software, and network connectivity issues.
· Provide both remote and on-site support for desktops, laptops, mobile devices, and peripherals.
· Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.
· Collaborate with other IT team members to identify recurring issues and recommend process improvements.
· Maintain up-to-date knowledge of company systems, applications, and security protocols.
· Escalate complex issues when necessary and recommend proactive solutions to minimize future disruptions.
Required Skills & Qualifications
· High school diploma or equivalent; Associate degree in Information Technology or related field preferred.
· 1–2 years of experience in help desk or IT support roles.
· Strong troubleshooting skills and knowledge of Windows, macOS, and Microsoft Office 365.
· Familiarity with basic networking concepts, VPN technologies, and remote access tools.
· Excellent written and verbal communication skills
· Strong customer service and relationship-building abilities, with the capacity to interact effectively with users and colleagues
· Ability to manage multiple tasks and adapt in a fast-paced environment
· Understanding of issue prioritization and escalation procedures.
· Flexibility to work occasional evenings or weekends for scheduled maintenance or urgent support needs
Preferred Certifications
· Microsoft Technology Associate (MTA) or similar certifications.
· CompTIA A+ or Network+ is a plus.
Benefits
· Competitive salary ($37,500–$54,000 annually or $18–$26 hourly) (based on Experience).
· Health Insurance coverage
· 401(k) retirement plan
· Paid time off (PTO)
· Paid Holidays
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