Help Desk Technician
- Provide first-line technical support via phone, email, or in-person to end-users.
- Troubleshoot and resolve hardware and software issues for desktops, laptops, and mobile devices.
- Install, configure, and maintain operating systems and software applications.
- Assist with account provisioning and password resets.
- Assist in the setup and maintenance of IT equipment and infrastructure.
- Collaborate with senior technicians to escalate and resolve complex technical issues.
- Document and track support requests in our ticketing system.
- Ensure a high level of customer satisfaction through effective communication and issue resolution.
- Stay up-to-date with the latest technology trends and industry best practices.
- Adhere to federal and state regulations.
- Adhere to all company policies, processes, and procedures.
- Performs other duties as requested, directed, or assigned.
- Predictable and reliable attendance.
- Associates degree in an Information Technology discipline or related field of study or equivalent experience.
- Minimum one (1) year experience in IT help desk or support level function.
- Relevant IT certifications (CompTIA A+, Network+, or similar) preferred.
- Proficient understanding of computer hardware and software.
- Experience with Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite and cloud-based productivity tools.
- Strong problem-solving skills and attention to detail.
- Excellent communication and customer service skills.
- Previous help desk or customer support experience.
- Eagerness to learn and a passion for technology.
- A strong desire to build a career in IT support.
- Focuses on Quality: Drives work results with a quality focus on actions and results.
- Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
- Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
- Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
- Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
- Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
- Communications: Exchanges thoughts, feelings, and information effectively.
- Prolonged periods sitting at a desk and working on a computer.
- Constantly operates a computer and other office equipment.
- Ability to adjust focus, especially due to concentration on a computer screen.
- May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
- The person in this position needs to occasionally move about in industrial environments, and on uneven terrain.
- Works in a temperature-controlled office environment, with occasional work in outdoor weather conditions, and in industrial environments.
- The noise level in the work environment can be moderately loud.
- Paid time off includes 3 weeks vacation, up to 72 hours sick, 15 holidays, and parental leave.
- 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
- Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
- Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
- Voluntary benefits offerings.
- Tuition assistance.
- Employee Referral Program.
- Employee development and career growth opportunities.
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