IT Help Desk Technician

$41,600 - $52,000/Yr

Apogee Corporation - Stuart, FL

Full-time - Entry Level

Stuart, FL

Telecommunications

About the position

The IT Help Desk Technician at APOGEE is responsible for providing technical assistance to end-users, resolving hardware and software issues, and supporting various IT-related tasks. This role requires strong problem-solving skills and a passion for technology, with a focus on delivering excellent customer service to ensure user satisfaction.

Responsibilities

• Provide Tier 1 Support: Respond to user inquiries and issues via phone, email, or ticketing system and resolve them promptly and effectively.
• Troubleshoot Hardware and Software Issues: Diagnose, troubleshoot, and resolve hardware (computers, printers, etc.) and software issues, escalating complex problems to higher-level support as necessary.
• User Account Management: Create, modify, and deactivate user accounts in accordance with company policies.
• System Maintenance: Assist with maintenance tasks, including software updates, security patches, and regular hardware checks.
• Documentation: Maintain accurate records of work done, solutions provided, and user issues in the IT help desk ticketing system.
• Customer Service: Provide friendly, timely, and effective support to users, maintaining a high level of professionalism.
• Training and Guidance: Assist users in understanding and using various company systems and applications, creating guides and documentation as needed.
• Continuous Improvement: Participate in team discussions and provide feedback on ways to improve help desk processes and user experience.

Requirements

• High school diploma or equivalent required; an associate degree in Information Technology, computer science, or a related field is preferred.
• 1-2 years of experience in an IT support or help desk role is preferred.
• Proficiency with Microsoft Windows, macOS, and Microsoft Office applications.
• Familiarity with basic networking concepts (e.g., IP addressing, VPN).
• Knowledge of computer hardware, software, and peripherals.
• Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
• Certifications: CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar certifications are desirable.

Nice-to-haves

• Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
• Certifications: CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar certifications are desirable.