IT Help Desk Technician

The IT Help Desk Technician works closely with the entire IT team to support the technology infrastructure and line of business applications that contribute directly to the success of the Company. As a member of a small IT Team, this role must span traditional support and engineering roles providing service to end users as necessary while also administering and managing key pieces of technology and infrastructure.

Candidates should have a mixture of technical and customer service skills and a passion for technology and problem solving.

• Respond to tickets, service requests, and alerts from monitoring systems, monitor appropriate work queues and respond appropriately.
• Install, configure, manage, and trouble‑shoot laptops, tablets, mobile phones, and printers.
• Install, configure, and manage company Audio Visual technologies.
• Manage inventory of workstations, laptops, tablets, mobile phones, and printers.
• Install, maintain, and troubleshoot Windows desktop operating systems and applications.
• Vendor management for key suppliers of workstations, laptops, tablets, mobile phones, and printers.
• Ensure complete and effective onboarding and training on Help Desk Products, AV, Cyber, and end‑user productivity tools.
• Administer cyber security testing program.
• Manage communications to operational partners and vendors during service‑impacting downtime.
• Ensure appropriate escalation to IT team and vendor support as necessary.
• Tier 1 support service for end‑user technologies and administrative systems.
• Install and/or oversee software patches, upgrades, hardware and software rollouts, applications, etc.
• Provide after‑hour on‑call technical support and respond to emergency situations as needed.
• Lead all aspects of the vendor and product management for Help Desk Systems
• Analyzes complex technical problems relating to desktop application, hardware, software, and operating system failures and takes corrective action to minimize current and future impact on the user community.
• Measures performance of ITSM based processes and makes recommendations for improvements.
• Develops and maintains operational reports, SLA/KPI reporting, incident, problem and change reporting.
• Collaboration with technical and non‑technical team members and all levels of business stakeholder.
• Display outstanding customer service skills, demonstrate excellent interpersonal skills, maintain composure and diffuse difficult situations.
• Must be a strong problem solver who takes a leadership role when dealing with customer issues.
• Support and champion the core values of the organization.
• Must be able to recognize patterns and assess known solutions
• Demonstrate a passion for improvement, learning, and team success.
• Perform other duties and/or assist with special projects as needed.

• Experience administrating Microsoft 365 program stack
• Windows 10/11 Workstation;
  Build, configure, troubleshoot, and maintenance.
• Virtualization, published desktop or application
• Telecommunications, Printers, Peripherals, Customer Specific Applications, and Mobile Devices.
• Apple and Samsung mobile device expertise.

• Associates/bachelor’s degree in technology, computer science, or equivalent experience.
• Minimum three years’ experience providing Tier 1 and/or Tier 2 technical support required.
• Minimum three years’ experience administering and maintaining Microsoft‑based systems preferred.
• Experience in contributing to a diverse service delivery team is required.
• Must be able and willing to travel up to 25%

Pay Range: $30 to $40 per hour, depending upon experience.
Health & Medical Benefits, 401K, Employee Assistance Program, and Sick Time applicable by state.

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