Job Responsibilities:
- Serve as the first point of contact for employees requesting IT assistance by phone, email, remote support tools, or in person.
- Respond to, prioritize, document, and resolve help desk tickets in a timely and professional manner.
- Troubleshoot common hardware, software, printer, mobile device, connectivity, and account access issues.
- Perform password resets, user account updates, workstation setup, software installations, and basic system configuration.
- Escalate complex or recurring issues to senior IT staff when appropriate and follow up through resolution.
- Assist with new employee onboarding, equipment preparation, workstation deployment, and user training.
- Maintain accurate records of support requests, troubleshooting steps, resolutions, inventory updates, and recurring issues.
- Support basic network troubleshooting, including wired and wireless connectivity, VPN access, and peripheral device connections.
- Follow established IT policies, security procedures, and documentation standards.
- Provide courteous, clear, and patient technical guidance to users with varying levels of technical knowledge.
- Other duties as assigned within the IT department.
Qualifications and Skills:
- Associate degree (or equivalent) or technical training in Information Technology preferred.
- Certification with Microsoft, or similar entry-level IT certification.
- Previous help desk, desktop support, customer service, or technical support experience preferred.
- Working knowledge of Windows desktops, Microsoft 365, common business applications, printers, scanners, and mobile devices.
- Basic understanding of networking concepts such as IP addresses, Wi-Fi, VPN, DNS, and shared resources.
- Ability to diagnose and resolve basic technical issues using clear troubleshooting steps.
- Strong communication, customer service, organization, and documentation skills.
- Ability to manage multiple requests, prioritize work, and follow through on open issues.
- Must be dependable, detail-oriented, and able to work independently as well as part of a team.
- Experience with remote support tools, endpoint management, or device imaging.
- Familiarity with Active Directory, Microsoft Entra ID, Exchange Online, SharePoint, Teams, and OneDrive.
- Experience supporting both office-based and remote users.
- Knowledge of cybersecurity best practices, including phishing awareness, password security, and safe handling of company data.
