IT Help Desk Technician

About the role

Provide technical assistance to users via phone, email, or in person to resolve hardware, software, and network issues. Report to the VP of Operations with day-to-day guidance from the IT Manager.

Responsibilities

• Provide technical support by answering user questions and troubleshooting computer hardware, software, and network problems.
• Complete new hire setup including emails, computers, IT desk setup, software logins, printers, tablets, phone extensions, and cell phones; log all IT inventory in the HRIS system.
• Serve as the main contact for printer issues.
• Back up the IT Manager in shutting down all IT systems for terminations.
• Diagnose and resolve issues, identifying root causes and guiding users through fixes.
• Respond to technical assistance requests via phone, email, or in-person visits.
• Escalate complex problems to the IT Manager and flag repetitive issues for root cause analysis.
• Document all support requests, actions taken, and resolutions.
• Perform tasks such as password resets, unlocking accounts, and verifying user identities.
• Assist users unfamiliar with technology through training or step-by-step guidance.
• Support the IT Manager in project management tasks.
• Create redundancy in IT tasks to cover essential functions in the IT Manager’s absence (e.g., backing up servers).

Requirements

• 2+ years of prior experience in a help desk role.
• Associate’s degree in Computer Science preferred; equivalent experience may be acceptable.
• Strong understanding of computer systems, operating systems, and common hardware/software.
• Excellent verbal and written communication skills for explaining technical solutions clearly.
• Customer-oriented attitude with the ability to remain calm under pressure.
• Strong analytical skills to diagnose and resolve technical problems effectively.
• Experience with Microsoft Office/Operating Systems, Google Business Suite, and ERP systems.

Working Conditions

• Climate-controlled office environment with moderate industrial noise exposure.
• Prolonged periods of sitting and computer use; occasional lifting or moving up to 50 pounds.
• Occasional interaction with production/warehouse areas requiring personal protective equipment (PPE).
• Standard working hours: Monday–Friday, 7:00 AM–4:00 PM (one-hour lunch break), with potential overtime during peak periods.
• Ability to stand, walk, bend, squat, twist, and lift above head or to the side as needed for office or facility setup.
• Frequent keyboarding and small piece handling requiring high manual dexterity.

Key Relationships

• Supervisor: Reports to VP of Operations.
• Direct Reports: None.
• Peer Relationships: IT Manager (mentor for this role).
• Ongoing Working Relationships: IT Manager, Human Resources, Maintenance, Mechanical Engineers, Manufacturing Engineers.
• Service Relationship: All employees.