Job Description

Help Desk Technician

Position Overview

A growing organization is seeking a Help Desk Technician to provide first-level technical support to employees and contractors. This role serves as the first point of contact for technical issues, offering assistance via phone, in person, and through the Help Desk system.

Essential Duties & Responsibilities

• Provide user support and customer service, ensuring availability for technical assistance
• Respond to questions from callers and walk-ins
• Direct calls and tickets to appropriate IT staff as needed
• Remotely assist employees and contractors with technology issues
• Provide in-person support at company offices and other designated locations
• Maintain workspaces and IT equipment, ensuring readiness and functionality
• Follow standard Help Desk procedures and accurately log all contacts using call-tracking software
• Learn operations of commonly used software, hardware, and equipment
• Order, configure, image, and install desktop and laptop systems and peripherals
• Stay updated on IT system changes and updates
• Understand and follow company policies and services
• Participate in on-call rotation as required
• Perform other duties as assigned

Qualifications & Experience

• Ability to pass a background check and pre-employment drug screen
• Strong oral and written communication skills, including technical communication with operations and IT personnel
• Ability to translate technical solutions into business solutions
• Strong analytical and problem-solving skills, including crisis management and resolution
• Team player with the ability to work collaboratively and independently
• Adaptability, positive attitude, and strong customer service focus
• 1-3 years of experience supporting Windows clients, software, and hardware in an Enterprise environment
• Understanding of Active Directory (AD) fundamentals
• Microsoft or CompTIA certification is a plus

Physical & Mental Requirements

Physical Activity

• Standing – 25%
• Walking – 25%
• Sitting – 50%
• Lifting – Up to 35 lbs

Mental Capability

• Ability to manage multiple tasks and meet deadlines
• Work with limited supervision while maintaining strong attention to detail
• Identify and resolve problems efficiently
• Gather and analyze detailed information
• Follow oral and written instructions accurately
• Strong organizational and customer service skills

Equal Employment Opportunity

This company is a Drug-Free Workplace and an Equal Opportunity Employer (M/F/Disability/Veterans/VEVRAA Federal Contractor/Sexual Orientation/Gender Identity).

All qualified candidates, including military and civilian service alumni, are encouraged to apply.

TULIT