IT Help Desk Technician

About This Role

Provide technical support to employees and contractors, managing help desk tickets and resolving PC and technology issues to ensure client satisfaction and operational ability. This role involves diagnostics, hardware/software repair, and escalation of complex issues.

Responsibilities

• Manage Help Desk tickets in a timely and organized manner using Service Now ticketing system
• Respond to customer issues via phone, email, and computer chat to provide assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Experience supporting new employee (Onboarding)
• Escalate issues as needed to the next Tier of IT support
• Install, make changes, and repair computer hardware and software
• Follow up with customers to ensure issues are resolved

Requirements

• Technical degree or 2+ years of experience working in a help desk role
• Proficiency with Dell Computers utilizing Windows 10/11
• Excellent oral communication skills
• Detail oriented
• Highly organized with strong ability to keep Help Desk tickets in order
• Ability to diagnose and resolve basic computer, mobile devices, and printer technical issues
• Ability to obtain a U.S. Security Clearance (U.S. Citizenship required)

Qualifications

• Technical degree or equivalent experience
• 2+ years of experience working in a help desk role

Nice to Have

• Experience with Active Directory
• Experience with Office365 enterprise
• Experience with IP Phones
• Experience with Windows 10/11
• Experience supporting new employee Onboarding
• Microsoft Certified Systems Associate
• CompTIA A+ certification
• CompTIA Security+ certification

Skills

* Required skills

Benefits