Help Desk Technician

About the Role

We’re seeking a dedicated Help Desk Technician to serve as the first point of contact for technical support across hardware, software, and network systems. You’ll collaboratively troubleshoot issues and resolve inquiries via phone, email, chat, or in-person visits, all while delivering top-tier customer service 

Key Responsibilities

• Receive and categorize incoming help desk tickets; promptly respond via phone, email, chat, or on-site visits 
• Diagnose and resolve issues with desktops, laptops (Windows/macOS), mobile devices, printers, and peripherals 
• Provide support for software applications (Office 365, proprietary apps) and network connectivity (LAN, VPN, Wi‑Fi) 
• Configure and image new equipment; assist with setup of user accounts and permissions via Active Directory or Microsoft 365 
• Escalate unresolved technical issues to senior IT teams in accordance with SLA guidelines 
• Maintain accurate documentation on ticket resolutions, system configurations, and knowledge base updates 
• Support audio-visual equipment for meetings and provide training to end-users on basic IT tools 
• Participate in after-hours support rotations or occasional weekend shifts as required 

Required Qualifications

• Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience 
• 5+ years of experience in a help desk, IT support, or equivalent role —preferably in a fast-paced or enterprise environment 
• Solid knowledge of Windows and macOS environments, common business software, and ticketing systems (ServiceNow, Jira, Remedy) 
• Basic understanding of networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wi‑Fi) 
• Familiarity with Active Directory / Microsoft 365 user management 
• Exceptional communication and interpersonal skills with a customer-first mindset 

 Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or MCP are a plus 
• Experience supporting both Windows and macOS users in hybrid environments 
• Some exposure to remote desktop tools or RMM platforms (ConnectWise, IT Glue) 
• Knowledge of basic firewall/router setup or VoIP systems