IT Help Desk Tech

About the role

The IT Help Desk Tech serves as a first point of contact for employees requiring technical assistance with computer hardware, software, user access, network connectivity, printers, phones, IT-related issues, and departmental administrative support.

Responsibilities

• Install, configure, troubleshoot, repair, and replace computer hardware, software, printers, and related IT equipment.
• Perform basic user account support including account setup, password resets, account unlocks, permissions, group access, profile changes, email access, and related login issues.
• Monitor computer systems and networks and collaborate with appropriate teams to resolve network, telecommunications, applications, power, and access-related issues.
• Respond to service issues and requests in a timely manner; log, update, document, and assign requests to appropriate IT team members within the designated ticketing system.
• Troubleshoot and resolve routine technical issues and escalate complex issues to appropriate IT personnel when necessary.
• Maintain ownership of support issues through follow-up, documentation, escalation tracking, user communication, and final resolution.
• Support system access changes, including user accounts, email, system access, building access, and assigned equipment.
• Assist with IT asset inventory, equipment deployment and logistics, device tracking, shipping, receiving, replacement, and maintenance of accurate equipment records.
• Coordinate approved purchases of IT equipment, software, supplies, and services and assist with related purchase orders, invoices, and department records.
• Track software subscriptions, licenses, support agreements, and renewals as assigned.
• Coordinate with technology vendors and service providers for equipment, internet, telephone, software, and other IT services.
• Maintain accurate and up-to-date company email, telephone, and extension records.
• Communicate effectively and professionally with employees, customers, vendors, and other stakeholders.
• Ensure compliance with applicable company policies, IT procedures, information-security requirements, and safety practices.
• Perform other duties as requested, directed, or assigned.

Requirements

• High School Diploma or GED required; Associate degree in related field preferred
• At least 3 years’ experience or equivalent hands-on field experience in a directly related field
• Frequently required to use hands and arms, stand, walk, sit, climb, stoop, kneel or crouch
• Will work in an indoor and outdoor setting
• Moving about to accomplish tasks or moving from one worksite to another
• Ability to operate a computer and other office productivity machinery (e.g., calculator, copy machine, printer)
• Constantly perform repeating motions that may include wrists, hands and/or fingers
• Frequently communicate with other members of the team; must be able to exchange accurate information in a clear manner
• Work will include moving and/or lifting objects up to 50 pounds (with assistance)

Skills

• Must have a valid driver's license, proof of insurance, and a good driving record to operate a company vehicle when traveling to company offsite locations.
• Exercise discretion and independent judgement when handling company and project information.
• Knowledge of the organization to complete assignments.
• Knowledge of Help Desk ticketing software (Track-It or similar).
• Must be able to work non-routine hours when necessary.
• Ability to communicate effectively, both verbal and written with customers and employees at all levels.