Desk Technician

Position

Position: Support Desk Technician

Location: Rockford, IL

Hours: 7 am - 3:30 pm CST (40-45 hours per week)

We are seeking a skilled and enthusiastic IT Support Desk Technician to join the IT team. The ideal candidate will provide first-line technical support to internal users, resolving basic IT issues and escalating more complex problems to higher-level support teams. This role is crucial in ensuring the smooth operation of our organization's IT systems and providing excellent customer service to our employees.

• Provide first-line technical support to end-users via phone, email, or in person.
• Troubleshoot and resolve basic IT issues related to hardware and software.
• Install, configure, and update software applications and operating systems.
• Set up and maintain user accounts, passwords, and access permissions.
• Assist with IT equipment setup, including computers, printers, and mobile devices.
• Document all support activities, solutions, and user requests in the ticketing system.
• Escalate complex technical issues to the appropriate IT support teams.
• Follow up with users to ensure that technical issues are resolved satisfactorily.
• Provide basic training to users on IT systems and applications.

• 2-3 years’ experience in a technical support role.
• Good knowledge of IT systems, hardware, software, and some networking.
• Strong familiarity with Windows and Mac operating systems.
• Strong problem-solving and communication skills.
• Ability to work independently and prioritize tasks effectively.
• Willingness to learn and adapt to new technologies.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST) or others are desirable.
• Stay up to date with technology trends and developments to provide effective support.