IT Help Desk Technician

Role Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems
• Diagnose and resolve hardware, software, operating system, printer, and network-related issues
• Install, configure, and maintain desktops, laptops, peripherals, and mobile devices
• Create, manage, and troubleshoot user accounts, passwords, and permissions
• Configure and support Microsoft Windows operating systems and Microsoft 365 applications
• Escalate complex technical issues to senior IT staff when necessary
• Document incidents, resolutions, and technical procedures within the help desk ticketing system
• Perform software installations, updates, and system upgrades
• Absist with workstation deployments, equipment setup, and hardware replacements
• Support remote users through remote desktop and remote support tools
• Maintain IT inventory and asset records
• Ensure compliance with company IT security policies and best practices
• Participate in system maintenance, patch management, and preventative maintenance activities

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
• Proven experience in an IT Help Desk, Technical Support, or Desktop Support role
• Strong knowledge of Microsoft Windows operating systems
• Experience supporting Microsoft 365 applications, including Outlook, Word, Excel, and Teams
• Basic understanding of Active Directory, user account management, and Group Policy
• Knowledge of computer hardware installation and troubleshooting
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi
• Experience using ticketing systems such as Jira Service Management, Zendesk, ServiceNow, Freshservice, or similar platforms
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple support requests while maintaining excellent customer service
• Strong organizational and time management skills