Helpdesk Technician

Summary

The Help Desk Technician provides frontline technical support to employees by diagnosing, troubleshooting, and resolving common hardware, software, account access, and connectivity issues. This position supports Windows 10 and Windows 11 workstations, Microsoft 365, Active Directory, office productivity applications, network connectivity, wireless access, printers, scanners, and Zebra label printers. The Technician is responsible for managing and maintaining the help desk ticket queue, documenting incidents and service requests, communicating effectively with end users, and escalating issues to the appropriate IT personnel when necessary.

Essential Duties and Responsibilities

• Monitors, manages, and maintains the help desk ticket queue, ensuring incidents and service requests are acknowledged, prioritized, documented, and resolved or escalated in a timely manner.
• Provides Tier 1 technical support to employees for hardware, software, account access, and connectivity issues through in-person, telephone, email, and ticketing system requests.
• Troubleshoots and resolves common Windows 10 and Windows 11 operating system issues, including application errors, performance problems, configuration issues, and driver installations.
• Supports Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, and other supported business applications.
• Creates, modifies, and maintains user accounts, group memberships, and access permissions in Active Directory in accordance with established procedures and security policies.
• Assists users with password resets, account lockouts, login issues, and other common authentication and access-related requests.
• Installs, configures, maintains, and troubleshoots desktop computers, peripherals, monitors, docking stations, and other end-user equipment.
• Troubleshoots and supports office printers, network printers, network scanning functionality, and Zebra label printers, including connectivity, driver, configuration, and print-quality issues.
• Diagnoses basic wired and wireless network connectivity issues, including Wi-Fi access, IP configuration, DNS, DHCP, and network resource connectivity.
• Installs, configures, and troubleshoots desktop applications, including Microsoft Office and Adobe applications, as well as other approved business software.
• Assists users with access to shared drives, network resources, printers, and other authorized business systems.
• Documents troubleshooting steps, resolutions, and relevant technical details in the ticketing system to maintain accurate service records and support knowledge sharing.
• Recognizes issues that require higher-level technical support and escalates them appropriately, providing clear documentation of troubleshooting performed and results observed.
• Follows up with users as needed to confirm resolution, ensure customer satisfaction, and close tickets in accordance with established procedures.
• Communicates technical information, troubleshooting steps, service updates, and resolutions in a clear, professional, and user-friendly manner.
• Follows established IT procedures, security policies, and escalation guidelines when providing support or making system changes.
• Performs all other duties as assigned or needed.

Qualification Requirements

• High school diploma or General Education Development (GED) certificate required.
• One to two years of experience in a help desk/desktop support role.
• Hands-on experience supporting Windows 10 and Windows 11, including application installation, driver configuration, and basic operating system troubleshooting.
• Working knowledge of Active Directory, including creating and modifying user accounts, managing group memberships, and assisting with account access issues.
• Familiarity with Microsoft 365 applications and common end-user productivity tools.
• Experience troubleshooting desktop hardware, peripherals, printers, and common software issues.
• Familiarity with printer installation and configuration, network scanning, and Zebra label printers preferred.
• Basic understanding of networking concepts and protocols, including TCP/IP, DNS, and DHCP.
• Basic understanding of wired and wireless networking, including Wi-Fi connectivity, network switches, routers, and wireless access points.
• Experience using a ticketing system to track, document, prioritize, and manage support requests preferred.
• Experience in a customer service environment required.
• Familiarity with Adobe applications and other commonly used business software preferred.
• CompTIA A+, Network+, or Security+ certification preferred but not required.