Help Desk Technician - Pasadena, CA

About the position

The Help Desk Technician at Cogent Communications is responsible for providing first-level support and problem resolution for users experiencing hardware, software, and application issues. This role involves maintaining communication with employees throughout the resolution process and managing Active Directory objects. The technician will also deploy hardware and software, troubleshoot desktop and laptop issues, and support cybersecurity efforts, ensuring a smooth operation of IT services within the company.

Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems via phone, email and ticketing system
• Maintain communications with employees throughout the problem resolution process
• Create, modify and manage Active Directory objects via Windows Server
• Deploy hardware and software including imaging of Windows operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections
• Desktop and laptop hardware troubleshooting
• Perform inventory and asset tracking duties
• Support company cybersecurity efforts on all clients
• Maintain and update computer and systems documentation

Requirements

• Experience in providing technical support in a help desk environment
• Proficiency in Windows operating systems and Active Directory management
• Strong troubleshooting skills for desktop and laptop hardware
• Excellent communication skills, both verbal and written
• Ability to manage multiple tasks and prioritize effectively

Nice-to-haves

• Experience with ticketing systems
• Knowledge of cybersecurity principles
• Familiarity with imaging software and hardware deployment

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)
• Short- and Long-Term Disability
• Life Insurance
• Paid Holidays
• Parental Leave
• 401(k) plan with employer match
• Stock options
• Employee Assistance Program