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Help Desk Technician

The Help Desk Technician is responsible for providing technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, responding to support requests, and ensuring efficient and effective resolution of IT-related problems. This position has no supervisory responsibilities. 

 

Duties/Responsibilities: 

 Identify, research, and resolve routine technical problems of low complexity.  

  • Provide support to end users for basic computer, application, system, device, access, and hardware issues.  

  • Document, track, and monitor the problem using applicable systems and tools, such as the ticketing system.  

  • Assist in maintaining and updating IT inventory records, including hardware, software, and peripherals. 

  • Perform password re-sets for users.  

  • Support verifying and validating user accounts to maintain security and data integrity. 

  • Assist in implementing and monitoring user authentication processes to ensure compliance with security protocols. 

  • Help maintain accurate user records by updating personal and professional information in the organization's database or directory. 

  • Perform other duties as assigned. 

 

 

Required Skills/Abilities:  

  • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams. 

  • Willingness to learn and grow in a challenging and fast-paced environment. 

  • Adept in problem-solving and troubleshooting technical issues. 

 

Education and Experience: 

  • Associate degree preferred. 

  • Two to Four years of experience required. 

  • An equivalent combination of education and experience will be considered in lieu of a degree. 

  • Basic understanding of computer hardware, software, and networking principles. 

  • Familiarity with Windows, Android, and iOS operating systems. 

  • Basic knowledge of Microsoft Office Suite and common software applications. 

  • Understanding of network basics, such as TCP/IP, DNS, and DHCP. 

  • Knowledge of Microsoft Office (Word, Excel, and PowerPoint). 

 

Physical Requirements:  

The physical demands described are representative of those that an employee must successfully perform.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

Employees must regularly lift and/or move up to 15 pounds.   

 

Work Environment:  

The work environment characteristics described are representative of those an employee encounters while performing the essential job functions. 

  • Employees regularly work in an office environment.