Help Desk Technician

About the role

We’re looking for a customer-focused IT Support Specialist to join our team and help deliver a seamless technology experience across the organization. In this role, you’ll provide hands-on support for end-user devices, Microsoft 365 services, and business applications in a modern, cloud-first environment. You’ll work closely with employees to troubleshoot issues, deploy devices, and ensure reliable day-to-day IT operations. This is a great opportunity for someone who is organized, proactive, and eager to grow their technical skills.

Responsibilities

• Provide first-level technical support via phone, email, Microsoft Teams, and ticketing systems
• Monitor, prioritize, and resolve help desk tickets within defined service levels
• Troubleshoot hardware, software, connectivity, printers, and application issues
• Escalate complex issues to senior IT staff or external vendors as needed
• Communicate technical solutions clearly to non-technical users
• Support Microsoft 365 tools including Outlook, Teams, OneDrive, SharePoint, and Office apps
• Manage user accounts, password resets, access permissions, and software licensing
• Handle onboarding and offboarding activities, including account setup and equipment provisioning
• Support identity and security initiatives such as multi-factor authentication (MFA)
• Image, configure, and deploy Windows 11 laptops and desktops
• Install, update, and maintain endpoint devices and applications
• Track and manage IT asset inventory including hardware and software
• Coordinate device repairs, replacements, and warranty services
• Assist with cybersecurity awareness initiatives and endpoint security practices
• Follow IT policies, procedures, and security standards
• Create and maintain documentation, knowledge base articles, and SOPs
• Support conference room technology, AV systems, and IT projects as needed

Qualifications

• High School Diploma or GED
• 1+ year of experience in Help Desk, Desktop Support, or Technical Support
• Experience with Microsoft 365 applications and services
• Experience working with IT ticketing systems
• Hands-on experience imaging and deploying laptops/desktops
• Strong knowledge of Windows 11
• Excellent troubleshooting, communication, and customer service skills
• Ability to manage multiple priorities in a fast-paced environment