Helpdesk Technician

Description:

As a Helpdesk Technician, you will be the first point of contact for end users seeking technical assistance. Your primary responsibility is to ensure smooth computer and system operations so users can accomplish their business tasks efficiently. You will receive, prioritize, document, and resolve help requests, escalating issues as needed to meet service level agreements (SLAs). This role involves both remote and in-person support, using diagnostic tools and providing hands-on assistance at the desktop level when required.

Responsibilities and Duties

Provide first-line support for incoming service desk requests via phone, web portal, email, and chat, ensuring courteous and timely resolution of end-user issues.

Build rapport with users, gather detailed information about their problems, and deliver effective solutions.

Prioritize and document incidents and service requests according to established processes and SLAs.

Escalate complex issues to appropriate technical staff with thorough documentation.

Track and document the entire incident resolution process, including actions taken and outcomes.

Research solutions using internal and external knowledge bases. Learn and support the organization’s software and hardware, including desktops, laptops, printers, and peripherals.

Perform hands-on troubleshooting and repairs at the desktop level, including computers and devices on the manufacturing floors, when remote tools are insufficient.

Conduct preventative maintenance on workstations, printers, and peripherals.

Deploy pre-packaged software and updates using distribution tools as requested. Test fixes to confirm successful resolution of incidents.

Develop help sheets, knowledge base articles, procedures, and FAQs for end users.

Alert management to recurring issues or emerging trends.

Suggest and support continual improvement initiatives.

Perform other duties as assigned.

Qualifications and Skills

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field, with 1–3 years of direct experience in an IT service/helpdesk environment.

At least one IT certification (CompTIA A+, MCSA Windows, MCSE Desktop Infrastructure, Office 365, Azure, AWS, or GCP).

Solid knowledge of computer hardware and operating systems (Windows, macOS, Linux), as well as networking equipment (switches, routers), and A/V equipment.

Experience supporting desktop and server operating systems (Windows, Linux, macOS, Android, VMware, Azure).

Familiarity with Microsoft Office 365 and Azure applications support.

Proficiency with diagnostic utilities (e.g., Sysinternals, Process Explorer, HWiNFO, WinRepair All-in-One, Wireshark, Remote Desktop).

Understanding of ITIL principles and best practices.

Excellent written and verbal communication skills.

Strong interpersonal skills, with a focus on customer service, listening, and problem-solving.

Knowledge of software and system quality assurance practices.

Ability to understand and address end-user needs.

Quick learner, detail-oriented, decisive, and thrives in a fast-paced environment. Adaptable to change and committed to driving process improvement and standardization.

Authorized to work for any U.S. employer