Junior Helpdesk Support Technician

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About the role

The Help Desk Support Technician serves as the first point of contact for end users, providing technical assistance and exceptional customer service for hardware, software, network, and access-related issues. This role is responsible for troubleshooting technical problems, managing user accounts, supporting compliance initiatives, and ensuring timely resolution of service requests in a fast-paced enterprise environment.

Responsibilities

• Respond to and resolve incoming technical support requests via phone, email, and ticketing systems.
• Gather and document end-user information, issue details, troubleshooting steps, and resolution outcomes.
• Build positive relationships with users while effectively identifying and diagnosing technical issues.
• Assess and prioritize incidents based on severity, escalating complex issues to Tier 2 support as appropriate.
• Track, manage, and update support tickets throughout the resolution process to ensure accurate documentation and timely closure.
• Utilize diagnostic tools and established troubleshooting methodologies to identify and resolve hardware, software, and connectivity issues.
• Support end users with workstation setup, configuration, maintenance, and day-to-day technical assistance.
• Create and maintain user guides, knowledge base articles, and frequently asked questions (FAQs) to improve self-service capabilities.
• Assist in developing and maintaining support procedures, documentation, and reporting processes.
• Provision and deprovision user accounts, application access, system permissions, and network resources.
• Conduct regular user access reviews to ensure appropriate authorization and compliance with organizational policies.
• Perform routine security and compliance audits related to user accounts, access controls, and system permissions.
• Monitor and report on workstation performance trends and support metrics.
• Provide end-user training and guidance on technology best practices and company systems.

Requirements

• Minimum 1 year of experience in a Help Desk, Technical Support, or IT Support role.
• Strong troubleshooting skills involving desktop hardware, software applications, operating systems, and peripheral devices.
• Basic understanding of networking concepts, workstation configuration, and enterprise business applications.
• Experience managing user accounts and permissions within a corporate environment.
• Ability to read, interpret, and follow technical documentation, knowledge base articles, and procedural guides.
• Excellent verbal and written communication skills with a strong customer service focus.
• Strong organizational skills and attention to detail.
• Ability to effectively prioritize multiple requests and work in a fast-paced environment.

Preferred Qualifications

• Experience supporting users in a complex enterprise environment.
• Familiarity with user provisioning, access management, and security compliance processes.
• Microsoft certifications or other relevant IT certifications are highly desirable.

Skills

• Help Desk Support
• Troubleshooting
• Customer Service
• Technical Support
• User Account Administration
• Incident Management

Pay

The pay range for this position is $18.00 - $19.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite, Contract to Hire position based in Las Vegas, NV 89113.