IT Helpdesk Technician

Job Title: Entry level IT Helpdesk Technician

Department: Information Technology

Reports To: Director of IT

Location: 470 Olde Worthington Rd. Westerville, Ohio 43082

Job Type: Full-Time

Job Overview:

We are seeking a reliable, motivated, and technically skilled Entry Level Helpdesk Technician to join our dynamic IT team. The ideal candidate will provide first-line support to end users, troubleshoot and resolve technical issues, assist with hardware/software deployment, and maintain critical IT infrastructure. This role is crucial to ensuring daily operations run smoothly, contributing to both on-site and remote IT support needs across our organization.

Key Responsibilities:

Respond to and resolve technical support tickets via phone, email, and in-person.

Diagnose and troubleshoot end-user issues involving:

User accounts and access

Print services and printer configuration

Asset inventory management

Support for desktops, thin clients, laptops, tablets, phones, and hotspots

Use physical and logical diagnostic tools to resolve network and hardware/software issues.

Assist with the setup and deployment of technology solutions for new Ardent site launches.

Assist with site teardowns and equipment removal once Ardent site sales are complete.

Maintain a structured and documented scrapping process for decommissioned technology assets, ensuring Director of IT approval.

Work independently to complete special IT projects; take ownership of assigned helpdesk initiatives.

Maintain accurate documentation of procedures, ticket resolutions, and equipment tracking systems.

Collaborate with other technical teams to troubleshoot and resolve large scale issues.

Handle special requests and participate in unique technology projects as directed.

Manage inventory and accountable property within the IT storage room, ensuring accuracy and accessibility.

Test and evaluate new hardware and software before company-wide deployment.

Oversee and manage daily ticketing queue operations—create, route, and resolve helpdesk tickets efficiently.

Uphold high standards in customer service, ensuring a positive and supportive user experience.

Adhere to documentation best practices and departmental standards.

Requirements

Qualifications:

1–2 years of relevant experience in a technical support or helpdesk role.

Strong understanding of Windows operating systems, Office 365, and common network troubleshooting tools.

Knowledge of desktop imaging solutions (e.g., Intune).

Familiarity with IT asset management systems and ticketing platforms (e.g., Freshdesk, AssetTiger).

Excellent problem-solving, communication, and interpersonal skills.

Ability to work independently and as part of a team.

Strong organizational skills with attention to detail and documentation.

Willingness to travel occasionally for site support, as needed.