IT Help Desk Technician

About the role

This position offers the opportunity to support a diverse user community while working with modern endpoint management, IT service management, and Microsoft technologies.

Responsibilities

• Provide Tier I/II Help Desk and desktop support for City of Hampton employees.
• Troubleshoot Windows 10/11 desktops, laptops, printers, mobile devices, and peripherals.
• Resolve hardware, software, network connectivity, and Microsoft 365 issues.
• Document, prioritize, and resolve incidents and service requests using ManageEngine ServiceDesk Plus.
• Support endpoint deployment, software installation, patch management, and asset management using ManageEngine Endpoint Central.
• Create and manage Active Directory user accounts, password resets, group memberships, and permissions.
• Install, configure, and maintain desktop hardware and software.
• Escalate complex technical issues while ensuring timely customer communication.
• Deliver exceptional customer service while meeting established service level agreements (SLAs).
• Follow ITIL-based incident, request, and problem management processes.

Requirements

• 2+ years of IT Help Desk, Desktop Support, or Technical Support experience.
• Hands-on experience with ManageEngine ServiceDesk Plus and/or ManageEngine Endpoint Central is highly preferred.
• Experience supporting: Windows 10/11, Microsoft 365, Active Directory, Printers and peripheral devices, Mobile devices (iOS/Android).
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Possess a positive, customer-first attitude.
• Ability to multitask and prioritize in a fast-paced support environment.
• Strong documentation and organizational skills.
• Desire to continuously learn new technologies.
• Able to work collaboratively with technical teams and end users.

Qualifications

Commensurate with experience.

Skills

• Technical proficiency with Windows 10/11, Microsoft 365, and related technologies.
• ManageEngine ServiceDesk Plus and ManageEngine Endpoint Central experience.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting and analytical skills.
• Excellent communication and interpersonal skills.
• Customer service orientation.

Benefits

Not specified.

Pay

TBD.

Schedule

TBD.