Information Technology Help Desk Technician

Responsibilities

• Serve as the primary point of contact for IT support requests via ticketing system, phone, email, or in person.
• Provide responsive, customer-focused support to onsite users and remote employees working from home.
• Troubleshoot and resolve issues related to Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Windows 10/11, and essential business applications.
• Address hardware and software issues for desktops, laptops, monitors, docking stations, printers, and mobile devices.
• Aid users with account access issues including password resets, MFA troubleshooting, and general permissions questions.
• Support connectivity issues including Wi-Fi, VPN access, and basic network diagnostics.
• Aid with PST file support, OneDrive/SharePoint sync issues, and general document management tasks.
• Provide support for IP-based phone systems (Microsoft Teams Phone) and audio/video equipment.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field — or equivalent hands-on experience.
• 1–2 years of experience in an IT support, help desk, or desktop support role.
• Strong understanding of Microsoft 365 applications and Windows 10/11 environments.
• Excellent troubleshooting skills and a customer-service mindset.
• Ability to manage multiple tasks in a fast-paced, professional setting.
• Strong written and verbal communication skills.