Help Desk Technician

• This position may require physical activity, including moving hardware and setting up equipment.

• Participation in an on-call rotation is expected.

• The role may involve occasional travel to other company locations. (client expensed)

• Proficient with Microsoft Teams
• Basic knowledge in virtual desktop and the VMWare infrastructure
• Proven ability to work effectively as part of a collaborative, close-knit team.
• Strong technical aptitude with a demonstrated ability to quickly learn new systems and technologies.
• Excellent interpersonal skills; able to build effective working relationships internally and externally.
• Positive, customer-focused attitude when assisting users.
• Outstanding verbal and written communication skills; consistently prompt and courteous.
• Flexibility to work weekends and outside standard business hours as required by business needs.

• Respond to user requests and incidents as the initial support contact, ensuring timely and accurate resolution.
• Document all issues, inquiries, service requests, and resolutions in the PQS incident management system.
• Troubleshoot and resolve or escalate technical issues to appropriate teams, partners, or vendors; track status and follow up to ensure user satisfaction.
• Install, upgrade, and remove desktop applications and user workstations.
• Participate in team daily standups and other agile ceremonies
• Maintain and repair workstations and printers, including toner replacements.
• Manage inventory of hardware and peripherals, ensuring all equipment is operational and efficiently maintained.
• Set up new user work spaces, including computers, monitors, phones, and mobile devices.
• Deploy, troubleshoot, and provide training for iPhones and other mobile devices.
• Assist users with remote access solutions
• Adhere to security, permissioning, and asset management procedures.
• Support office moves, including physical relocation of hardware and maintaining network/communications links.
• Set up and break down conference rooms and audiovisual equipment; coordinate and test audio/video conferences and presentations.
• Create and manage authorized user accounts in Active Directory and other business applications.
• Maintain thorough documentation and procedures for the IT service desk.
• Escalate complex issues to senior staff and report procedural problems, suggesting improvements.
• Participate in on-call rotation (one week per month) and work outside regular business hours as needed.
• Perform related duties and participate in IT projects and migrations as assigned.