The Help Desk Technician position is responsible for providing first-level support for hardware, software, and network issues. This includes troubleshooting computer systems, printers, and peripherals. The technician will utilize Zendesk and ServiceNow platforms to track, prioritize, and resolve user issues, ensuring that tickets are updated and closed in a timely manner with clear documentation. The role requires responding to support requests via phone, email, chat, or in person, delivering technical assistance with patience and professionalism. Additionally, the technician will diagnose and resolve technical issues by identifying root causes and escalating unresolved issues to higher-level support teams as necessary. The technician will assist in setting up and configuring user workstations, software, and network access, and document common issues, troubleshooting steps, and solutions to contribute to the knowledge base. Routine hardware and software installations, updates, and upgrades will also be part of the responsibilities. Utilizing foundational knowledge from the Network+ certification, the technician will troubleshoot basic network connectivity issues for end-users and provide excellent customer service, ensuring users feel supported and issues are resolved to their satisfaction. The technician will also assist users in understanding new technologies, software applications, and company IT policies.