IT Help Desk

Position Overview

We are seeking a dependable and customer-focused IT Technical Aid to provide technical support and operational assistance within a centralized Information Technology environment. This role supports end users and IT professionals by resolving routine technical issues, assisting with hardware and software installations, maintaining IT equipment, and supporting day-to-day technology operations.

Key Responsibilities

• Technical Support

• Provide first-level technical support to end users for hardware, software, and system-related issues.
• Identify, document, track, research, and resolve technical support requests and problem tickets.
• Follow established procedures to escalate high-priority or complex issues to appropriate IT personnel.
• Aid users with troubleshooting desktop applications, operating systems, and peripheral devices.

• Hardware & Equipment Support

• Assist with the installation, configuration, maintenance, and troubleshooting of desktop computers, monitors, printers, cabling, and other technology equipment.
• Support the setup and relocation of IT equipment as needed.
• Perform routine maintenance and basic repairs on office technology devices.

• Printer Operations Support

• Operate and support medium-sized office printers and high-speed commercial printing equipment.
• Assist in diagnosing and resolving printer-related issues.
• Maintain printer performance and ensure timely completion of printing tasks.
• Test and support IT teams by performing routine system testing and production support activities.

• Testing & Documentation

• Validate user guides, training materials, procedures, and technical documentation.
• Aid in documenting system issues, resolutions, and support processes.
• Maintain accurate records of support activities and troubleshooting efforts.

• Customer Service & Communication

• Deliver professional and responsive customer service to internal users and stakeholders.
• Communicate technical information clearly and effectively to non-technical users.
• Collaborate with IT staff to ensure timely issue resolution and customer satisfaction.

• General IT Support

• Assist with inventory management of IT equipment and supplies.
• Support departmental technology initiatives and operational activities.
• Handle office supplies and technology equipment weighing up to 20 pounds as required.

Required Qualifications

• Education

• High School Diploma or equivalent.

• Experience

• Minimum of two (2) years of experience in an information systems or technology support environment.
• Experience supporting desktop software installations, troubleshooting hardware/software issues, and/or operating high-speed commercial printers.

Required Skills

• Customer Service and Interpersonal Skills

• Knowledge of Desktop Hardware, Software, and Peripheral Device Support

• Experience Troubleshooting Hardware and Software Issues

• Effective Problem-Solving and Decision-Making Abilities

• Strong Verbal and Written Communication Skills

• Organizational Skills with Attention to Detail

• Ability to Work Independently and as Part of a Team

• Basic Understanding of IT Support Processes and Ticket Management

Preferred Qualifications

• Experience Working Within a Centralized IT Support Environment

• Familiarity with Printer Maintenance and Production Printing Operations

• Experience Supporting Windows-Based Desktop Environments and Common Business Applications

• Exposure to IT Service Management Processes and Technical Documentation Standards