This job is closed
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About the position
The IT Helpdesk Technician serves as the first point of contact for employees experiencing technical issues. You will provide technical support and assistance via phone, email, in-person, or remote access for a wide range of computer systems, hardware, and software. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-centric approach to resolving IT-related issues. The IT Helpdesk Technician will be responsible for diagnosing and troubleshooting technical problems related to hardware and software issues, managing tickets, and escalating complex issues to appropriate IT teams when necessary. This position plays a crucial role in maintaining productivity across the organization by ensuring smooth operation of IT systems and minimizing downtime.
Responsibilities
- Provide first-line technical support for hardware, software, and network issues via phone, email, chat, and in-person.
- Diagnose and resolve complex technical problems for end-users in a timely manner.
- Prioritize and escalate tickets to appropriate IT teams when necessary.
- Respond to and manage service desk tickets in accordance with established SLA guidelines.
- Set up and configure new workstations, including hardware deployment and software installation.
- Repair or replace equipment as needed, ensuring minimal downtime for users.
- Maintain an accurate inventory of IT assets and manage equipment lifecycle.
- Conduct IT training for new hires and existing staff as needed.
- Create and update user-friendly documentation and guides for common IT processes and troubleshooting.
Requirements
- Bachelor's degree in Computer Science, Information Systems, or similar degree, or Associate's degree plus two years of technical support experience, or three plus years technical support experience.
- 1-2 years of experience supporting Windows and MacOS devices.
- Excellent customer first mentality.
- Excellent organizational and time management skills.
- Excellent verbal and written communication skills.
- Experience working in a regulated environment (e.g. CMMC, SOCII, HIPAA, SOX).
- Solid understanding of computers, networks and software.
- Experience supporting Microsoft 365 and related applications.
- Experience using a help-desk ticket system such as JIRA Service Management.
- This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR) - all applicants must be U.S. citizen.
- Participate in the identity verification process to access classified client portals.
