Help Desk Technician

Job Summary

Join our dynamic IT support team as a Help Desk Technician, where you'll be the frontline hero for resolving technical issues and ensuring seamless technology operations across our organization. This energetic role offers the chance to provide exceptional customer service, troubleshoot a wide range of hardware and software problems, and support our users with enthusiasm and expertise. If you thrive in a fast-paced environment and are passionate about helping others navigate technology challenges, this is the perfect opportunity to grow your IT career!

Duties

• Provide prompt and professional technical support to end-users via help desk systems, phone, email, and chat channels.
• Troubleshoot and resolve hardware issues related to computers, peripherals, mobile devices, and network equipment.
• Assist with software troubleshooting, including operating systems such as Windows, macOS, and Linux, as well as applications like Microsoft Office.
• Manage user accounts and permissions through Active Directory management tools and assist with account setup or password resets.
• Support network troubleshooting activities involving LAN (Local Area Network), VPN (Virtual Private Network), DNS (Domain Name System), TCP/IP protocols, firewalls, and network administration tools like Meraki or SCCM.
• Maintain accurate records of support tickets using platforms such as ServiceNow or BMC Remedy, ensuring timely updates and resolution documentation.
• Collaborate with team members on complex issues involving computer management, IT infrastructure, GPO (Group Policy Objects), and hardware/software upgrades.

Skills

• Strong knowledge of Microsoft Office suite and Windows support environments.
• Proven experience with help desk systems such as ServiceNow or Jira for ticket management.
• Expertise in computer networking concepts including TCP/IP, DNS, LAN/WAN configurations, VPNs, firewalls, and network troubleshooting.
• Familiarity with operating systems like Windows Server, macOS, Linux, and related troubleshooting techniques.
• Ability to diagnose and resolve hardware issues involving computer hardware components and peripherals.
• Excellent communication skills with a customer service-oriented approach to assist users effectively.
• Experience managing Active Directory accounts and using tools like GPO for policy implementation.
• Knowledge of IT infrastructure components such as BMC Remedy or SCCM for system deployment and management.
• Analysis skills to identify root causes of technical problems quickly and accurately.
• Understanding of mobile device support including smartphones and tablets in an enterprise environment.

Embark on a rewarding journey supporting cutting-edge technology solutions while enhancing your technical expertise! We are committed to fostering an inclusive environment where your skills can flourish and help us keep our organization running smoothly by delivering outstanding IT support every day!

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Parental leave
• Retirement plan
• Tuition reimbursement