IT Helpdesk Analyst

IT Help Desk Technician

Location:

Upper Bay Counseling & Support Services, Inc. (UBCSS)
Job Type: Full-Time

Schedule:

Monday–Friday | 8-Hour Shift Upper Bay Counseling & Support Services, Inc. (UBCSS) is seeking a proactive, customer-focused IT Help Desk Technician to join our Information Technology team. This position serves as the first point of contact for staff experiencing technical issues and plays a vital role in keeping our organization running smoothly.

If you enjoy troubleshooting technology, helping others, and working in a collaborative environment, we'd love to hear from you!

Why Join UBCSS?

Monday–Friday schedule with work-life balance

Flexible scheduling options

Opportunity to grow your IT career in a supportive environment

Collaborative and mission-driven workplace

Work with a variety of technologies and systems

Comprehensive benefits package, including:

Health insurance

Dental insurance

Vision insurance

Paid Time Off What You'll Do Technical Support Serve as the first point of contact for IT support requests via phone, email, in person, or remote support.

Troubleshoot and resolve hardware, software, printer, network, and mobile device issues.

Provide exceptional customer service while assisting employees with technical questions and problems.

Troubleshooting & Issue Resolution Diagnose and resolve basic to moderately complex technical issues.

Guide users through step-by-step solutions using clear, non-technical language.

Escalate advanced technical issues to senior IT staff when appropriate.

Ticket & Asset Management Monitor and manage the IT ticketing system to ensure timely responses.

Prioritize support requests based on urgency and business impact.

Document issues, resolutions, and follow-up activities accurately.

Maintain hardware and software inventory records.

Assist with software licensing, renewals, and vendor coordination.

Collaboration & Process Improvement Work closely with the IT team and other departments to resolve technology issues.

Maintain technical documentation, user guides, and knowledge base articles.

Assist with employee training on new technologies and software.

Recommend improvements to IT support processes and customer service practices.

What We're Looking For

Required Qualifications High school diploma or equivalent

Basic knowledge of Windows operating systems, Office 365, web browsers, and common computer hardware

Experience troubleshooting hardware and software issues

Strong customer service and communication skills

Ability to explain technical concepts to non-technical users

Excellent organizational, problem-solving, and time-management skills

Ability to work independently while contributing to a collaborative team environment

Preferred Qualifications Associate degree in Information Technology, Computer Science, or related field

Industry certifications such as CompTIA A+, ITIL, or similar

Experience supporting desktops, laptops, printers, and other end-user hardware

Familiarity with IT ticketing systems and remote support tools

Understanding of networking fundamentals and cloud-based platforms such as Microsoft Office 365 or Google Workspace

Preferred Experience One (1) year of Help Desk or technical support experience

One (1) year of Windows support experience

Ideal Candidate Passionate about technology and helping others

Patient, professional, and customer-focused

Organized and able to manage multiple priorities

Strong problem solver with excellent attention to detail

Eager to learn new technologies and continuously improve
#J-18808-Ljbffr