Job Description

About the Role:

We are urgently seeking a dedicated and service-oriented IT Help Desk Technician to join our IT Infrastructure team. In this 100% onsite role, you will act as the first point of contact for our employees, providing first-level technical support for workstations, mobile devices, hardware, business applications, and network connectivity.

Because you will frequently interact with staff across all levels of the organization—including providing direct software and hardware support to our executive team—a calm, professional, and patient approach is just as important as your technical expertise. If you have a passion for problem-solving, strong communication skills, and enjoy helping people get the most out of their technology, we want to hear from you!

Key Responsibilities:

• Serve as the primary point of contact for employees requesting technical assistance, troubleshooting issues, providing timely updates, and escalating unresolved matters as needed.
• Provide professional, patient desktop support for company executives and general staff regarding both software and hardware issues.
• Support Windows workstations, laptops, printers, peripherals, mobile devices, Microsoft 365 applications, and approved business software.
• Administer user accounts (including password resets, group membership updates, and workstation access) using Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365 administration tools.
• Record, prioritize, and update support requests in our help desk ticketing system, ensuring accurate notes and proper closure of completed tickets.
• Troubleshoot basic network connectivity issues, including wired/wireless access, VPN access, DNS/DHCP, printer connectivity, and access to shared network resources.
• Assist with employee onboarding, role changes, and offboarding by preparing equipment, configuring accounts, assigning access, and recovering company assets.
• Follow established IT security procedures to protect company systems, devices, accounts, and data from malware, phishing, and unauthorized access.
• Support IT asset management by tracking assigned equipment, updating inventory records, and coordinating equipment returns.
• Provide technical support for remote users, meeting rooms, video conferencing equipment, and collaboration tools.
• Create, maintain, and follow help desk procedures, checklists, ticket documentation, and standard troubleshooting guides.
• Assist with implementation, maintenance, and upgrade projects related to end-user technology.

What We Are Looking For:

• Education: Bachelor’s degree in Information Systems, Computer Science, or a related field is preferred (equivalent work experience will be considered).
• Customer Service Skills: Highly customer-service oriented with the ability to remain professional, patient, and clear when explaining technical issues to non-technical users and executives.
• Technical Skills: Proficient in Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint, OneDrive), Windows operating systems, endpoint hardware, and remote support tools.
• Identity & Access: Experience with or working knowledge of Active Directory, Microsoft Entra ID, and user account administration.
• Networking Basics: Basic understanding of networking concepts including TCP/IP, Ethernet, LAN/WAN, VPN access, DHCP, and DNS.
• Soft Skills: Strong analytical, troubleshooting, and problem-resolution abilities. Must be able to organize work, manage interruptions, and prioritize competing requests in a fast-paced environment.

Preferred Certifications:

• CompTIA A+, CompTIA Network+, CompTIA Security+
• Microsoft 365 Fundamentals, Microsoft Certified: Endpoint Administrator Associate, or other comparable IT certifications.

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