IT Help Desk

SUMMARY

As an IT Help Desk technician at GeoTek, you will serve as the first point of contact for all IT-related inquiries and issues. You will provide technical assistance, troubleshoot problems, and maintain our IT system to support day-to-day operations. This role involves working with a variety of software applications, hardware devices, and network services – particularly those tailored to the geotechnical and construction industries.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Maintain strict confidentiality of sensitive information and adhere to all data privacy and security protocols.
• Communicate clearly and professionally orally and in writing with personnel, management, and outside agencies to ensure accurate information exchange and collaboration.
• Prepare comprehensive reports and correspondence to represent ideas clearly and concisely to the IT Supervisor and/or Manager.
• Technical Support & Troubleshooting:
• Respond to incoming requests via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues promptly.
• Escalate complex problems to appropriate IT Staff or External Vendors when necessary.
• Hardware & Software Maintenance:
• Install, configure, and maintain desktops, laptops, printers, and mobile devices.
• Aid in software installation, updates, and license management, including specialized engineering applications (e.g., CAD Software, geotechnical modeling tools).
• Manage and track IT assets and inventory.
• User Assistance & Training:
• Provide basic training and support to end-users, ensuring they can effectively utilize company software and hardware.
• Create and maintain documentation, FAQs, and user guides to enhance self-service support resources.
• System Administration & Security:
• Support user account management (Active Directory and/or Entra Admin, Microsoft Office 365 Administration, and Intranet).
• Afford assistance with system backups and recovery procedures.
• Ensure compliance with GeoTek's IT Security Policies and best practices.

EDUCATION/EXPERIENCE

Any combination of education and experience that would provide the required skill and knowledge for successful performance would qualify. General qualifications would be equivalent to a High School Diploma/GED and 1+ years in an IT support capacity.

QUALIFICATIONS (KNOWLEDGE/SKILLS/ABILITIES)

• Ability to work in a fast-paced setting and handle multiple tasks in an organized manner.
• Ability to work with and maintain confidential information.
• Strong technical troubleshooting skills and problem-solving abilities.
• Excellent communication and interpersonal skills for user support.
• Proficiency in Windows 10/11 OS, Office 365 Applications (Word, Excel, PowerPoint, and Outlook).
• Familiarity with networking concepts and hardware such as routers and switches.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Customer service-oriented mindset.

CERTIFICATIONS/LICENSE

None Required