Helpdesk Technician

We are seeking a skilled and customer-focused Help Desk Technician to provide technical support for our employees and systems. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and experience supporting end users in a professional environment. This role is critical to ensuring smooth day-to-day IT operations and minimizing downtime.

Key Responsibilities
    •    Provide Tier 1 and Tier 2 technical support for hardware, software, and network-related issues
    •    Respond to help desk tickets, emails, and calls in a timely and professional manner
    •    Diagnose, troubleshoot, and resolve issues related to:
    •    Windows and macOS operating systems
    •    Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
    •    Printers, scanners, and peripheral devices
    •    VPN, Wi-Fi, and basic network connectivity
    •    Escalate complex technical issues to higher-level IT staff when necessary
    •    Set up, configure, and deploy workstations, laptops, and mobile devices
    •    Maintain accurate documentation of issues, solutions, and system changes
    •    Assist with onboarding and offboarding of employees (account setup, equipment provisioning)
    •    Ensure compliance with company IT policies and security standards
    •    Provide clear, non-technical explanations to users when needed

Required Qualifications
    •    Proven experience as a Help Desk Technician or IT Support Specialist
    •    Strong knowledge of Windows and macOS operating systems
    •    Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshdesk)
    •    Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP)
    •    Excellent verbal and written communication skills
    •    Strong problem-solving and time-management abilities
    •    Ability to work independently and handle multiple support requests

Preferred Qualifications
    •    Associate’s or Bachelor’s degree in IT, Computer Science, or related field
    •    IT certifications (CompTIA A+, Network+, Microsoft, or similar)
    •    Experience supporting remote users and home office setups
    •    Familiarity with cybersecurity best practices

Compensation & Benefits
    •    $35/hour, commensurate with experience
    •    Opportunities for long-term engagement and growth
    •    Supportive and collaborative work environment
    •    Flexible schedule options (if applicable)