Information Technology Help Desk Technician

We are seeking a customer-focused Help Desk Technician to provide first-line technical support for end users while helping the organization improve technology adoption, reporting, and data-driven decision making. This role combines traditional help desk responsibilities with software support, systems administration, and data visualization capabilities.

• Provide Tier 1 and Tier 2 support for hardware, software, network, and user access issues.
• Troubleshoot and resolve incidents through ticketing systems while meeting service-level expectations.
• Support Microsoft 365, business applications, printers, mobile devices, and endpoint technologies.
• Escalate complex technical issues when necessary and coordinate resolution.

• Install, configure, maintain, and troubleshoot business software applications.
• Assist with software deployments, upgrades, testing, and user training.
• Document procedures, known issues, and technical solutions.
• Create and maintain dashboards and reports using Power BI, Excel, Tableau, or similar tools.
• Translate business requirements into meaningful visual insights and operational reporting.
• Develop recurring KPI and performance dashboards.
• Assist with data validation and report automation.

• Maintain asset inventories, user records, and support documentation.
• Track help desk metrics and identify service trends.
• Support continuous improvement through reporting and analysis.

• Bachelors degree or in pursuit of a Bachelor degree or certification in Information Technology, Computer Science, or a related field preferred

• Experience supporting Windows environments and Microsoft 365.
• Knowledge of Active Directory, endpoint management, and account administration.
• Familiarity with ticketing systems and IT service practices.
• Basic networking troubleshooting experience.
• Basic scripting knowledge such as Power Shell preferred

• Experience building dashboards and visual reports.
• Ability to analyze data and communicate findings to non-technical audiences.
• Working knowledge of Power BI, Tableau, Excel Power Query, or similar BI tools.

• Strong communication and interpersonal skills.
• Ability to explain technical concepts clearly.
• Commitment to timely, professional support.

• Power BI, SQL, or data analytics experience.
• Experience supporting ERP, CRM, or HRIS platforms.
• Proven ability to identify trends and recommend improvements.

• Opportunity to combine IT support and business intelligence skills.
• Opportunity to play a critical role in scaling a high-growth organization
• Collaborative, entrepreneurial culture with strong leadership support
• Competitive compensation and benefits
• Visible impact on employee productivity and operational performance.
• Broad exposure to technology, systems, and analytics initiatives.